Complaints Procedure
At LOYALS, we're committed to providing exceptional service to all our clients. While we strive for excellence every day, we recognise that occasionally things may not go as planned. When that happens, we want to hear from you and make it right.
Our Commitment to You
โ We take all complaints seriously and handle them with care and professionalism
โ We investigate thoroughly and respond promptly within clear timeframes
โ We treat everyone fairly, confidentially, and with respect throughout the process
โ We learn from feedback to continuously improve our services
โ Making a complaint will never affect the quality of service you receive from us
How to Make a Complaint
What to Include: Please provide as much detail as possible including dates, names of team members involved (if applicable), and a clear description of your concerns. This helps us investigate thoroughly and resolve matters quickly.
Our Complaints Process
We follow a clear, fair process to resolve your concerns as quickly and effectively as possible
Acknowledgement
We'll acknowledge your complaint within 3 working days and confirm who is handling your case. You'll receive our full complaints procedure and a reference number for tracking.
Investigation
A senior member of staff (not directly involved in your complaint) will thoroughly investigate the matter. We may contact you for additional information to ensure we fully understand your concerns.
Response
We aim to provide a full written response within 28 days. Our response will explain our findings, conclusions, and any actions we'll take to put things right.
Resolution
If you're satisfied with our response, we'll implement any agreed actions. If not, we'll work with you to find an acceptable solution or explain your options for escalation.
Response Timeframes
Acknowledgement: 3 Working Days
You'll hear from us within 3 working days confirming receipt of your complaint and who will be handling it.
Full Response: 28 Days
We aim to provide a complete, written response within 28 days. For straightforward matters, we often respond much sooner.
Complex Cases: Extended Timeline
If your complaint requires detailed investigation, we'll keep you regularly updated and explain why we need more time. We'll never leave you waiting without communication.
Submit a Complaint
Complete this form and we'll respond within 3 working days. All information is kept strictly confidential.
โ Complaint Submitted Successfully
Thank you for bringing this to our attention. We'll acknowledge your complaint within 3 working days and begin our investigation immediately.
โ Submission Error
We're sorry, but there was an error submitting your complaint. Please email us directly at kris.nick@loyals.uk or call 07450 258975.
Not Satisfied with Our Response?
We hope to resolve all complaints to your satisfaction. However, if you remain dissatisfied after receiving our final response, you have the right to escalate your complaint to our regulatory body.
Institute of Chartered Accountants in England and Wales (ICAEW)
Address: Professional Standards, ICAEW, Metropolitan House, 321 Avebury Boulevard, Milton Keynes, MK9 2FZ
Email: complaints@icaew.com
Website: icaew.com/complaints
Note: ICAEW can only consider complaints after you have completed our internal complaints procedure. They investigate conduct-related complaints but cannot intervene in fee disputes.
Our Professional Standards
As ICAEW Chartered Accountants, we adhere to the highest professional and ethical standards. We're regulated by ICAEW and comply with all professional conduct regulations. Your complaint helps us maintain these standards and improve our services for all clients.
Frequently Asked Questions
Your Satisfaction Matters
At LOYALS, we're committed to delivering exceptional service every single day. When we fall short, we want to hear about it so we can make it right and do better.
Have a concern? Don't wait โ reach out today.