Complaints

Making a complaint

We want to give every client a high-quality service. If something has gone wrong, or you’re unhappy with any part of the service you’ve received from us, we want to hear about it so we can put it right.

Accountancy and tax services

Regulated by the Institute of Chartered Accountants in England and Wales (ICAEW)

How to complain

You can raise a concern with your usual contact at Acuity, or contact the partner responsible for complaints directly:

Jonathan Skinner, Partner
Email: complaints@acuityprofessional.com
Telephone: 01424 446 488
Post: Complaints, Acuity Professional Partnership LLP, Unit 2.02, High Weald House, Glovers End, Bexhill, East Sussex TN39 5ES

What happens next

We’ll acknowledge your complaint within three working days and it will be investigated by a partner who hasn’t been involved in your work. We aim to give you a full written response within 20 working days; if we need longer, we’ll let you know why and when to expect it. If we’ve fallen short, we’ll do everything reasonable to put it right.

If you’re still not satisfied

You can ask for our response to be reviewed by a different partner. You also have the right to refer your complaint to our professional body, ICAEW, at www.icaew.com/complaints or by writing to ICAEW Professional Standards, Metropolitan House, 321 Avebury Boulevard, Milton Keynes MK9 2FZ.

Financial advice services

Authorised and regulated by the Financial Conduct Authority (FCA)

If your complaint is about our financial advice services, please contact Stuart McGreevy. If you’re not satisfied with the outcome, you may be able to refer it to the Financial Ombudsman Service at www.financial-ombudsman.org.uk