Complaints Procedure

We take complaints about our work, staff and levels of service very seriously. If you are not satisfied with any aspect of our service, please follow the process for raising a formal complaint.

What complaints we can and can’t deal with

We can only handle complaints about the work, staff and levels of service provided by SJD. We can’t deal with:

How do I make a complaint?

It is easier for us to resolve complaints if you make them directly to the accountant/office concerned. Please call or e-mail your accountant at the local office in the first instance. They will aim to resolve any problems immediately. If they are unable to resolve the issue to your satisfaction they will escalate your complaint to a Senior Accountant in their Team. Should you not wish to complain to the local office, there are alternative methods for you to register your complaint.

Please contact us via email:

complaints@sjdaccountancy.com

Or by post:

Complaints Manager
SJD Accountancy Ltd.
KD Tower
Cotterells
Hemel Hempstead
Hertfordshire
HP1 1FW

What information we’ll need from you

We will need:

What happens next?

When you have made your complaint, we will:

Our complaints process has two stages

Stage 1 – Frontline Resolution

Stage 2 – Investigation

Stage 2 investigations deal with four types of complaint:

Stage 2 complaints will be handled by a Senior Accountant within the organisation who will:

If we need longer than 5 working days to resolve the complaint we will agree a revised time frame with you and keep you updated on progress.

What to do if you’re not satisfied

If you are not satisfied with the outcome of your formal complaint and wish to take the matter further, please request the investigating Senior Accountant to escalate the matter to a Team Manager or Senior Team Manager who will review the information and advise you of the expected response time to resolve, taking in to account the complexity of the investigation. We currently are not supervised by a regulatory body or an accountancy institute so we will work directly with you to resolve the elements of your dissatisfaction at every stage in this process.

Call us

Call our best advice team on 01925 644 424.

  • Monday - Thursday (8am to 8pm)
  • Friday (8am to 7pm)
  • Saturday (10am to 4pm)

Holiday opening hours

Existing client?

If you're already a client of ours, you can speak to your dedicated accountant directly.

Alternatively, call us on 01442 353 466.

Monday - Friday (9am to 5pm)

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