Complaints Procedure

Our Commitment to You

TD&A Limited (“We”) like you to be completely happy with our products and services. That is why we are committed to listening to your feedback and resolving your complaints at the earliest opportunity where we can.

Please let us know if you are unhappy

We strive to provide excellent service at all times, but occasionally we may not always get things right the first time/all the time. If at any time this happens to be the case, feel free to contact us and let us know, we would really appreciate it if you did.

Our office hours are:

  • 09:30 to 17:00 Monday to Friday

By telephone:

If you are dissatisfied with our service for any reason and wish to let us know, please feel free to contact a member of the staff team on 020 3488 1208 (Call charges apply per minute and may vary from BT landlines, mobiles and other providers ) who will note your concerns and pass the details to the Customer Relations manager for a full investigation.

In writing:

Please address all written correspondence to:

The Customer Relations Department,

TD&A Limited

189 Marsh Wall, South Quay Building Level 1

Canary Wharf, London

E14 9SH

Alternatively, you can email us at –  accountants@tdanda.co.uk

To help us investigate and resolve any issues or concerns that you may have, please provide the following information:

  • Your full name, address, date of birth and a daytime telephone number
  • Full details of your concern

For security reasons, you should not include additional personal information in email messages. We will respond by telephone or letter for the same reason.

How long will it take?

We will always try to resolve your concerns immediately. However, if we are not able to resolve your complaint within five working days we will write to you to tell you:

  • Who is dealing with your complaint
  • When we will contact you again

If your complaint is particularly complex, it may take longer to resolve, we will, however, be in contact with you regularly until it is resolved.

If a resolution has not been reached by the end of eight weeks we will send you TD&A Limited ‘Final Response’ Letter. This will explain our final position.

At this stage, you will also receive a leaflet explaining your referral rights to the AAT (Association of Accounting Technicians)

If in anyway after our final response letter you feel we have not resolved the situation to your satisfaction, please do not hesitate to contact the person or department that handled your concerns. Together, you can then agree on what to do next.

If however, you are still dissatisfied, you can request a review from the AAT.

Regulatory Obligations

The procedure which follows will be the responsibility of the person nominated to handle the investigation of the complainant.

Initial Acknowledgement letter 

All written complaints will be acknowledged promptly in writing.
In respect of oral complaints, an acknowledgement will again be promptly sent in writing, and will also set out the firm’s understanding of the complaint, asking for the complainant to confirm in writing if the firm’s
understanding is inaccurate.

Subsequent Investigation

All complaints will be thoroughly investigated. The investigation will always include a review of the client file and may require contact to be made with the client and/or third parties to obtain further information.

If the person responsible for handling complaints is subject to the complaint, the investigation will be passed onto another senior person within the firm.

When the investigation is complete the client will be notified of the outcome of the investigation, the nature and terms of any settlement, and that if the client is not satisfied with the outcome that they may refer the matter to the AAT.

Information

The firm will keep the client informed after the issue of the acknowledgement letter of the progress of the measures being taken for the complaints resolution.

Investigation not complete within 6 weeks

If after 8 weeks the investigation is still not concluded, the client will be notified in writing of our ‘Final Response’ Letter. This will explain our final position.

When will the firm deem the complaint to be closed?

If there has been no confirmation from the complainant within 8 weeks of the firm’s most recent letter, the complaint will be considered closed

Conclusion that Complaint is Unjustified.

Should the result of the investigation into the complaint be that the Managing Accountant believes the complaint to be unjustified then this will be communicated to the client preferably by way of a face to face meeting, although
this may be communicated in another form of the client’s choice. A record of the communication at the meeting or other forms of communication will also be explained in a letter, along with the client’s right to refer the complaint to the AAT.

Compensation

Should redress be appropriate, the firm will provide a complainant with fair compensation for any acts or omissions for which it was responsible. Appropriate redress will not always be financial. It may, for example, involve an apology.

Complainant Remains Unsatisfied

Should the complainant remain unsatisfied with the outcome of the investigation they should be reminded of their right to complain to the AAT. This will be included within any closing letter to the investigation.