Complaints procedure

Here at Opus Accountancy, we are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below. 

Send Your Complaint To: 

Katie Scott, Customer Success Manager, 
Bretton House, Bell Meadow Business Park, Pulford CH4 9EP  
Katie@opus-accountancy.co.uk 

What Will Happen Next? 

• We will send you an email/letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure. 
 
• We will then investigate your complaint. We will review your file and speak to any members of our team who were involved. A formal written outcome of our investigation will be sent to you within 14 working days of sending the acknowledgement letter. 
 
• If at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by our Managing Director. Should you wish to escalate to this stage then please write to: 
 
Renne Shepherd, Managing Director   

Bretton House, Bell Meadow Business Park, Pulford CH4 9EP 

Renee@opus-accountancy.co.uk  
 
• We will write to you within 14 working days of receiving your request for a review, confirming our final viewpoint on the matter. 

 
If you remain dissatisfied, you can then contact The Institute of Chartered Accountants in England and Wales (ICAEW)  to request an independent review: 

 
Professional Conduct Department 

 ICAEW Metropolitan House  

321 Avebury Boulevard 

 Milton Keynes 

 MK9 2FZ 

complaints@icaew.com 

www.icaew.com 

Please Note the following: 
You will need to submit your complaint to the ICAEW  within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The ICAEW requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.