We're committed to providing an effective, efficient, high-quality service. If something hasn't gone as it should, we need you to tell us about it.

Step 1: Speak to your usual contact

If you have a complaint, please start by contacting the person who handles your account — they'll acknowledge your complaint promptly, make sure you feel heard, and if it's something they can put right, they will.

Step 2: We escalate if needed

If the matter isn't resolved it will be passed to Robin Leathley, who will investigate carefully and promptly, and keep you updated on progress. We'll always explain things clearly and without jargon.

Step 3: We respond

Once we've reached a conclusion, we'll come back to you with a clear explanation addressing your concerns, and — where appropriate — how we plan to resolve the matter.

Step 4: If you're still not satisfied

If you remain unhappy with how your complaint has been handled, you have the right to refer it to our professional body:

The Association of Accounting Technicians (AAT)
Email: aatstandards@aat.org.uk
AAT Complaints Page: https://www.aat.org.uk/membership/standards-requirements/complaints

Please note complaints to AAT should generally be made within 6 months.