Complaints Procedure

Our aim

Here at THP Chartered Accountants, we strive to address any concerns our clients might have about our services in a timely, just, and efficient manner. Our dedication lies in offering top-tier accountancy services to every client. If there's an oversight or issue, we urge you to inform us. This assists us in enhancing our services. Rest assured; no fees will be imposed for the duration spent addressing a grievance.

How to complain

If you have a complaint, please first fill out the form at the bottom of this page, with details of the issue, so a member of our team can investigate further.

The grievance should outline the particular concerns leading to dissatisfaction, and identify any team members if they are directly linked to the matter at hand.

Resolving complaints

We'll provide an acknowledgment of receipt, either in writing or via email, to the person raising the concern.

Should the provided grievance lack adequate specifics, we'll reach out to gather more comprehensive information.

Once we have a complete understanding of the issue, we'll initiate an internal investigation. If the complaint involves or relates to a specific person, that team member will be informed and given a fair opportunity to respond.

Once we've had the opportunity to fully investigate the matter, we will send you our formal response.

If you are still not happy

In the event that we are unable to resolve the complaint to your satisfaction, you also have the right to raise the issue with the ICAEW. More details at https://www.icaew.com/regulation/complaints-process/make-a-complaint.

Complaints form