Charity Accounting Partners Feedback and Resolutions Policy

At Charity Accounting Partners, we are committed to providing the highest standards of service to our clients. We value feedback and take all concerns seriously, using them as an opportunity to improve our services. If you have feedback, or would like to make a complaint, we encourage you to let us know so we can address your concerns in a fair and timely manner.

How to Make a Complaint

If you are dissatisfied with any aspect of our service, please follow the steps below to raise your concern:

1. Informal Resolution
   • We recommend reaching out to your primary contact at Charity Accounting Partners in the first instance, as many issues can be resolved quickly and informally.
2. Formal Complaint
   • If your concern is not resolved informally, please submit a formal complaint by emailing us at support@finopspartners.co.uk with the following details:
     • Your name and contact details
     • A description of your complaint, including relevant dates and people involved
     • Any supporting documents or evidence
     • Your desired outcome or resolution
3. Acknowledgment & Investigation
   • We will acknowledge receipt of your complaint within five working days.
   • A senior member of our team will review your complaint and may contact you for further information.
   • We aim to provide a full response within 15 working days. If the matter is complex and requires additional time, we will keep you informed of progress.
4. Escalation
   • If you are not satisfied with our response, you may request further review by a director of Charity Accounting Partners.
   • We will conduct a final review and provide a response within 10 working days of your escalation request.

External Resolution

If you remain dissatisfied after exhausting our internal process, you may have the option to refer your complaint to a relevant professional body or regulator. We will provide guidance on appropriate next steps where applicable.

Commitment to Continuous Improvement

We take all complaints seriously and use them as an opportunity to enhance our services. Your feedback helps us to refine our processes and ensure the highest levels of client satisfaction.

For any queries regarding this policy, please contact us at support@finopspartners.co.uk.

Charity Accounting Partners Helping Charities Thrive Financially

Last updated: February 2025