Complaints Policy
Last updated: April 2026
1. Our Commitment
Charity Accounting Partners ("CAP", "we", "us", "our") is committed to providing a high-quality service to every client. We take complaints seriously and treat them as an opportunity to improve. If something goes wrong, we want to know about it so we can put it right.
This policy sets out how we handle complaints fairly, consistently, and promptly.
2. What Is a Complaint?
A complaint is any expression of dissatisfaction about the service you have received from us, whether justified or not. This includes concerns about the quality of our work, the conduct of our staff, delays in service delivery, or any other matter relating to how we have handled your engagement.
3. How to Make a Complaint
If you wish to raise a complaint, please contact us using one of the following methods:
Email: support@charityaccountingpartners.co.uk
When making a complaint, please provide your name, contact details, a clear description of the issue, and any relevant dates, documents, or correspondence. This helps us investigate and respond more effectively.
4. Our Process
Stage 1, Acknowledgement
We will acknowledge your complaint within 2 working days of receipt. We will let you know who is handling your complaint and what the next steps are.
Stage 2, Investigation
We will investigate the matter thoroughly and fairly. This may involve reviewing relevant files, speaking to team members involved, and consulting with you to ensure we fully understand the issue.
Stage 3, Response
We aim to provide a full written response within 15 working days of acknowledging your complaint. If the matter is complex and requires more time, we will keep you informed of progress and provide an estimated timeline for resolution.
Stage 4, Escalation
If you are not satisfied with our response, you may request an internal review by a senior member of the team who was not involved in the original matter. We will complete this review within 15 working days and provide you with a final response.
5. External Referral
If, after completing our internal complaints process, you remain dissatisfied, you may refer the matter to the relevant professional body or regulatory authority. If your complaint relates to our professional conduct or standards, you may contact:
- ICAEW (Institute of Chartered Accountants in England and Wales), if the complaint concerns a member or regulated firm
- The Charity Commission for England and Wales, if the complaint relates to the charity governance aspects of our work
6. Confidentiality
All complaints are treated confidentially. Information relating to a complaint will only be shared with those who need to be involved in investigating and resolving the matter. We process any personal data in accordance with our Privacy Policy and applicable data protection legislation, including the UK GDPR and the Data Protection Act 2018.
7. Learning from Complaints
We log and review all complaints to identify trends and areas for improvement. The insights gained help us continually improve our services and the experience we provide to our clients.
8. Contact Us
If you have any questions about this policy or wish to discuss a concern before making a formal complaint, please contact us at support@charityaccountingpartners.co.uk.