<em>Complaints Policy</em>

DJH Business Advisers

We aim to always provide a high standard of service, but if you have any concerns or would like to raise a complaint, please email your point of contact in the first instance. If your point of contact has not been able to resolve your concerns to your satisfaction, please contact our complaints department by email at [email protected] who will investigate and seek to resolve any such concerns. If you are still not satisfied, you may take the matter up with the ICAEW.

All relevant complaints are forwarded to our Governance, Risk & Compliance (GRC) Department which ensures that they are investigated thoroughly, within specified deadlines, and that swift and effective action is taken wherever appropriate to address issues raised. Our aim is to resolve all complaints within four weeks of receipt. If we require any longer than 4 weeks, we will advise you as such.

Our Board of Directors consider, on a quarterly basis, details of complaints which have been received, action taken as a result, and speed of response.

Complaints Procedure

  1. All relevant complaints should be addressed to our GRC Department who can be contacted by post at DJH, The Glades, Festival Way, Stoke-on-Trent, Staffordshire, ST1 5SQ, by telephone on 01782 279615, or by email at [email protected].
  2. Complaints will be acknowledged by our GRC Department within five working days of their receipt.
  3. Our GRC Department will investigate the complaint alongside the relevant Client Director or Manager. Our GRC Department will advise of any action which needs to be taken.
  4. Our GRC Department will advise the complainant of the outcome of their complaint within four weeks of its receipt and where this is not possible, advise as such.
  5. If the complainant does not believe their complaint has been dealt with in a satisfactory way, then the complainant can take up the matter with the Institute of Chartered Accountants in England and Wales as our regulatory body.
  6. All complaints will be recorded in our Complaints Log and the Board of Directors will consider, monthly, the number of complaints received.

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