Accounting for Good CIC | complaints policy

1. Our Commitment

At Accounting for Good CIC, we work primarily with charities, CICs and social enterprises. Relationships matter to us.

If something goes wrong, or if you are unhappy with our service, we want to know so we can put it right quickly and fairly.

We aim to:

Resolve concerns at the earliest opportunity
Treat all complaints seriously and respectfully
Learn from feedback to improve our service
Comply with our professional and regulatory obligations

2. What This Policy Covers

This policy applies to complaints about:

The services we provide
The quality or timeliness of our work
Communication or customer service
The conduct or professional competence of our employees, volunteers or subcontractors

For the purposes of this policy, references to Accounting for Good CIC include our staff and subcontractors.

3. What Is Not Covered

The following are not treated as complaints under this policy:

General service queries
Requests for clarification
Fee queries where no dissatisfaction has been raised
Matters relating to contractual or legal disputes
Data subject access requests under data protection legislation

If your concern relates to scope of work or what is covered by your engagement letter, we will review this with you as part of the complaint process.

4. How to Make a Complaint

We encourage you to raise concerns informally with your usual contact in the first instance. Many issues can be resolved quickly through a conversation.

If you wish to make a formal complaint, please contact:

Kay Wightman, Accounting for Good CIC, 2 Geordie Ridley Place, Upper Precinct, Blaydon Shopping Centre, Blaydon on Tyne, Tyne and Wear NE21 5BT

Email: kay@accountingforgood.co.uk
Telephone: 0300 998 3000

Please provide:

Your name and contact details
The organisation name (if applicable)
A clear description of your concern
Relevant dates and supporting information
What outcome you are seeking

5. Our Complaints Process

We operate a two-stage complaints process.

Stage One – Initial Review

Your complaint will be acknowledged within 5 Business Days.
It will be logged and assigned a Complaint Reference.
A manager will investigate the matter.
We may contact you for further information if required.

We aim to provide a full written response within 20 Business Days.

If the matter is complex and requires more time, we will explain why and give you a revised timeframe.

At the conclusion of Stage One, we will provide:

A summary of our investigation
Our findings
Any actions we will take
Information about how to escalate if you remain dissatisfied

Stage Two – Director Review (Appeal)

If you are not satisfied with the Stage One outcome, you may request a review within 14 days.

A director not previously involved in the matter will review:

The original complaint
The Stage One findings
Any additional information provided

We aim to provide a final written response within 30 Business Days of receiving the appeal.

Our decision at this stage is final internally.

6. External Resolution

Accounting for Good CIC is regulated by the Institute of Financial Accountants (IFA).

If your complaint relates to regulated accountancy services and you are not satisfied after Stage Two, you may refer the matter to:

Institute of Financial Accountants
CS111, Clerkenwell Workshops
27–31 Clerkenwell Close
London EC1R 0AT
Email: compliance@ifa.org.uk
Website: www.ifa.org.uk

The IFA will explain their complaints and disciplinary procedures directly. The IFA will not deal with fee disagreements.

7. Confidentiality and Data Protection

All complaints are handled confidentially.

Information will only be shared internally with those who need to be involved in investigating or resolving the matter.

All personal data is processed in accordance with: