Complaints Policy.

Effective Date: March 2025.

We will do everything we can to deliver the best service possible to our clients.  However, there are times when our clients may not be satisfied and to continue to improve our service, we recognise that complaints are a valuable source of feedback.

 We will ensure that our clients are aware of the procedure to express any concerns they may have so that we are able to respond and resolve in a positive, fair, honest and open way whilst maintaining a good relationship.  We endeavour to learn from our experiences during this process.

 All complaints will be dealt with through our formal complaints procedure

 1.      Initial Complaint

Initial concerns must be raised with the person dealing with you.  This could be a simple misunderstanding, which may be easily resolved.

 2.      Formal Complaint

If the initial complaint is not resolved you can ask for the complaint to be considered as a formal complaint. You should make their complaint to a director of this company who will consider the complaint. If not already done so, you will be requested to make your complaint in writing, by letter or e-mail. It would be helpful if you could define the cause of your dissatisfaction in terms of; omissions, lack of quality or inappropriate conduct. We will log the complaint, identifying areas of concern and carry out a thorough investigation ensuring that all points raised by you are answered

 3.      Acknowledgement

You will receive an acknowledgement within 3 working days from receipt with a summary of our understanding of the complaint. You may be requested to provide any further evidence or information regarding the complaint and will be asked for confirmation that we understood the complaint.

 4.      Response

A written response will be issued within 10 working days. If this is not possible, you will be given an explanation of the reasons for the delay and a time scale by which you will receive a full reply. At all stages the complaint will be dealt with in strict confidence.

In considering the complaint we will:

·    Gather all the relevant information. Agree the issues and facts of the case

·    Analyse the complaint in the context of stated procedures. Determine whether the complaint is valid. Inform you of the outcome and, if applicable the remedial action to be taken.

·    The company will then write to you, stating the outcome of the complaint and any intended actions.

 5.      Referral

Many low-level complaints can be dealt with by the procedures set out above. If your attempt to use the internal complaints procedure is unsuccessful you may wish to consider whether your complaint can be resolved by alternative dispute resolution (ADR).

The Chartered institute of Management Accountants (CIMA) offers an independent Alternative Dispute Resolution (ADR) facility for members of the public. Further information on ADR or making a complaint about alleged misconduct can be found on the CIMA website at www.cimaglobal.com.

All correspondence relating to a complaint should be addressed to Ben Dowdeswell by email: ben@thirdfd.com. We will respond within 7 days of submitting your complaint.