This policy sets out the procedure for handling client complaints in a fair, transparent, timely, and professional manner. Elan & Co 2020 Ltd is committed to providing a high standard of accountancy and tax services and takes all complaints seriously. Complaints are viewed as an opportunity to improve our service quality, systems, and client experience.
This policy applies to all complaints received from clients or former clients relating to services provided by Elan & Co 2020 Ltd, including but not limited to:
Bookkeeping services
Tax compliance and advisory services
Payroll services
Company accounts and statutory reporting
General accountancy and financial services
This policy applies to complaints made in writing, verbally, or electronically.
We are committed to ensuring that:
All complaints are treated seriously, impartially, and with courtesy
Complaints are handled fairly, consistently, and without unnecessary delay
Clients are kept informed of progress throughout the complaints process
Complaints are investigated thoroughly and objectively
Lessons learned from complaints are used to improve our services and internal controls
Clients will not suffer any disadvantage or discrimination as a result of making a complaint
Clients may raise a complaint using any of the following methods:
Email: shakar.elahi@elantax.com
Post: Elan & Co 2020 Ltd, Unit 3 Cedar Court, 1 Royal Oak Yard, London, SE1 3GA
Telephone: 020 7403 1500
In Person: By prior appointment at our office
To help us investigate your complaint efficiently, please include where possible:
Your full name and contact details
A clear description of the complaint or concern
Relevant dates, references, and any supporting documents
Details of what outcome or resolution you are seeking
Complaints should be raised with the client manager or the member of staff involved in the matter.
We aim to acknowledge receipt of your complaint within 3 working days.
An investigation will be carried out by an appropriate member of staff who was not directly responsible where possible.
You will receive a written response outlining our findings and any proposed resolution within 10 working days of acknowledgment.
If additional time is required due to the complexity of the matter, we will inform you of the reason for the delay and provide an updated timescale.
If you are not satisfied with the outcome at Stage 1:
You may escalate your complaint to the Director, Mr Shakar Elahi BSc FCCA, who will conduct an independent and objective review.
The Director will review all relevant information and may contact you for clarification if required.
You will receive a final written response within 15 working days of escalation.
This response will represent our final internal position on the matter.
If you remain dissatisfied after receiving our final response, you have the right to refer your complaint to our professional body:
Association of Chartered Certified Accountants (ACCA)
https://www.accaglobal.com/gb/en/footer-toolbar/contact-us/make-a-complaint-about-an-acca-member.html
ACCA will review whether the matter falls within its remit and advise you of the next steps.
All complaints, investigations, responses, and related correspondence will be logged and retained securely for a minimum period of six (6) years, in accordance with:
UK data protection legislation
ACCA regulatory requirements
Our internal quality assurance and compliance procedures
Access to complaint records is restricted to authorised personnel only.
All complaints will be handled confidentially and in accordance with the UK GDPR and Data Protection Act 2018. Personal data will only be used for the purpose of investigating and resolving the complaint and meeting regulatory obligations.
This policy is reviewed annually by the Compliance Officer to ensure that it remains effective, up to date, and compliant with applicable legal, regulatory, and ethical standards. Updates will be made where necessary to reflect changes in regulation or best practice.
If you have any questions about this policy or wish to raise a complaint, please contact:
Shakar Elahi BSc FCCA
Director
Email: shakar.elahi@elantax.com
PA: Sema Ziler
Email: sema.ziler@elantax.com
Phone: 020 7403 1500
