Complaints Policy
LONGS ACCOUNTANCY LTD | COMPLIMENTS AND COMPLAINTS – POLICY AND PROCEDURE
1. OUR AIM
Longs Accountancy Ltd is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.
Therefore, we aim to ensure that:
-
- Making a compliment or complaint is as easy as possible.
- We welcome compliments, feedback and suggestions.
- We treat a complaint as a clear expression of dissatisfaction with our
service which calls for an immediate response. - We deal with it promptly, politely and, when appropriate, confidentially.
- We respond in the right way – for example, with an explanation, or an
apology where we have got things wrong, or information on any action
taken etc. - We learn from complaints, use them to improve our service, and review
annually our complaints policy and procedures. - We recognise that many concerns will be raised informally and dealt with quickly.
Our aims are to:
-
- Resolve informal concerns quickly.
- Keep matters discreet.
- Enable mediation between the complainant and the individual to whom the complaint has been referred.
This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities, and staff.
2. DEFINITIONS
A compliment is an expression of satisfaction about the standard of service we provide. A complaint is defined as any expression of dissatisfaction; however, it is expressed. This includes complaints expressed face to face, via a phone call, in writing, via email or any other method. All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used.
3. PURPOSE
We are always glad to hear from people who are satisfied with the services we
offer. All compliments are recorded and acknowledged.
4. COMPLAINTS
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.
5. RESPONSIBILITIES
Longs Accountancy Ltd’s responsibility will be to:
-
- Acknowledge the formal complaint in writing;
- Respond within a stated period of time.
- Deal reasonably and sensitively with the complaint; and,
- Take action where appropriate.
A complainant’s responsibility is to:
-
- Bring their complaint, in writing, to Longs Accountancy Ltd’s attention normally within 8 weeks of the issue arising;
- Raise concerns promptly and directly with a member of staff in Longs
Accountancy Ltd; - Explain the problem as clearly and as fully as possible, including any action
taken to date; - Allow Longs Accountancy Ltd a reasonable time frame to address the
matter, and; - Recognise that some circumstances may be beyond Longs Accountancy
Ltd’s control.
6. CONFIDENTIALITY
Except in exceptional circumstances, every attempt will be made to ensure that
both the complainant and Longs Accountancy Ltd maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be communicated to the complainant.
7. COMPLAINTS PROCEDURE
Written records must be made by Longs Accountancy Ltd at each stage of the
procedure.
- Stage 1
In the first instance, staff member(s) must establish the seriousness of the
complaint. An informal approach is appropriate when it can be achieved. But if
concerns cannot be satisfactorily resolved informally, then the formal complaints
procedure should be followed. - Stage 2
If the complaint cannot be resolved informally, the member of the public should
be advised that a formal complaint may be made and the following procedure
should be explained to them. It may sometimes be appropriate for a different
member of staff, preferably a member of the Management Team, to make this
explanation.- a) A formal complaint can be made either verbally or in writing. If in writing the attached form should be used. If verbally, a statement should be taken by a member of the Management Team, staff member or a supervisor.
- b) In all cases, the complaint must be passed on to Antony Long.
- c) The responsible person or responsible person’s superior, depending on the
nature of the complaint, must acknowledge the complaint in writing within one
week of receiving it. - d) One of the above will investigate the complaint.
- e) The person making the complaint will receive a response based on the
investigation within four weeks of the complaint being received. If this is not
possible then a letter must be sent explaining why.
- Stage 3
- a) If the complainant is not satisfied with the above decision, then the
complainant has the right to reach out to the supervisory body AAT and lodge a
complaint with them.
- a) If the complainant is not satisfied with the above decision, then the
Date Policy Adopted: 11/03/2025
Date of latest Policy review: 03/07/2025
Complaints Policy
LONGS ACCOUNTANCY LTD | COMPLIMENTS AND COMPLAINTS – POLICY AND PROCEDURE
1. OUR AIM
Longs Accountancy Ltd is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.
Therefore, we aim to ensure that:
-
- Making a compliment or complaint is as easy as possible.
- We welcome compliments, feedback and suggestions.
- We treat a complaint as a clear expression of dissatisfaction with our
service which calls for an immediate response. - We deal with it promptly, politely and, when appropriate, confidentially.
- We respond in the right way – for example, with an explanation, or an
apology where we have got things wrong, or information on any action
taken etc. - We learn from complaints, use them to improve our service, and review
annually our complaints policy and procedures. - We recognise that many concerns will be raised informally and dealt with quickly.
Our aims are to:
-
- Resolve informal concerns quickly.
- Keep matters discreet.
- Enable mediation between the complainant and the individual to whom the complaint has been referred.
This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities, and staff.
2. DEFINITIONS
A compliment is an expression of satisfaction about the standard of service we provide. A complaint is defined as any expression of dissatisfaction; however, it is expressed. This includes complaints expressed face to face, via a phone call, in writing, via email or any other method. All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used.
3. PURPOSE
We are always glad to hear from people who are satisfied with the services we
offer. All compliments are recorded and acknowledged.
4. COMPLAINTS
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.
5. RESPONSIBILITIES
Longs Accountancy Ltd’s responsibility will be to:
-
- Acknowledge the formal complaint in writing;
- Respond within a stated period of time.
- Deal reasonably and sensitively with the complaint; and,
- Take action where appropriate.
A complainant’s responsibility is to:
-
- Bring their complaint, in writing, to Longs Accountancy Ltd’s attention normally within 8 weeks of the issue arising;
- Raise concerns promptly and directly with a member of staff in Longs
Accountancy Ltd; - Explain the problem as clearly and as fully as possible, including any action
taken to date; - Allow Longs Accountancy Ltd a reasonable time frame to address the
matter, and; - Recognise that some circumstances may be beyond Longs Accountancy
Ltd’s control.
6. CONFIDENTIALITY
Except in exceptional circumstances, every attempt will be made to ensure that
both the complainant and Longs Accountancy Ltd maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be communicated to the complainant.
7. COMPLAINTS PROCEDURE
Written records must be made by Longs Accountancy Ltd at each stage of the
procedure.
- Stage 1
In the first instance, staff member(s) must establish the seriousness of the
complaint. An informal approach is appropriate when it can be achieved. But if
concerns cannot be satisfactorily resolved informally, then the formal complaints
procedure should be followed. - Stage 2
If the complaint cannot be resolved informally, the member of the public should
be advised that a formal complaint may be made and the following procedure
should be explained to them. It may sometimes be appropriate for a different
member of staff, preferably a member of the Management Team, to make this
explanation.- a) A formal complaint can be made either verbally or in writing. If in writing the attached form should be used. If verbally, a statement should be taken by a member of the Management Team, staff member or a supervisor.
- b) In all cases, the complaint must be passed on to Antony Long.
- c) The responsible person or responsible person’s superior, depending on the
nature of the complaint, must acknowledge the complaint in writing within one
week of receiving it. - d) One of the above will investigate the complaint.
- e) The person making the complaint will receive a response based on the
investigation within four weeks of the complaint being received. If this is not
possible then a letter must be sent explaining why.
- Stage 3
- a) If the complainant is not satisfied with the above decision, then the
complainant has the right to reach out to the supervisory body AAT and lodge a
complaint with them.
- a) If the complainant is not satisfied with the above decision, then the
Date Policy Adopted: 11/03/2025
Date of latest Policy review: 03/07/2025