Complaints Procedure

Accountancy and Tax Crew Limited is committed to providing a high-quality service to all clients. If you are not satisfied with any aspect of our service, this procedure sets out how we will handle your complaint.

Step 1 — Raise the concern

In the first instance, contact Muhammad Akram, Director, at complaints@atcrew.co.uk or in writing to Office One, 1 Coldbath Square, Farringdon, London, EC1R 5HL. We encourage you to raise concerns as early as possible so they can be addressed promptly.

Step 2 — Acknowledgement

We will acknowledge your complaint within five working days of receipt. The acknowledgement will confirm who is handling the matter and the expected timeframe for a substantive response.

Step 3 — Investigation and response

We will investigate the complaint thoroughly and provide a written response including a summary of findings and any proposed resolution. We aim to provide this response within 15 working days. If the matter requires additional time, we will inform you of the revised timeframe and the reason for the delay.

Step 4 — Resolution

If the proposed resolution is acceptable, the matter is closed. If you remain dissatisfied, you may escalate the complaint through the external channels described below.

External escalation

For service-related matters involving an IFA member in practice in the UK, the Institute of Financial Accountants (IFA) offers an independent Alternative Dispute Resolution (ADR) process. If you believe a member of the IFA has been guilty of misconduct, you may lodge a complaint with the IFA Professional Conduct department. Further information is available at www.ifa.org.uk.

Our commitment

Every complaint is treated seriously, investigated fairly, and resolved as quickly as possible. Complaints are used to improve our service. We record and review all complaints to identify any patterns that require operational change.