Purpose

This policy outlines the process for handling client complaints in a fair, timely, and professional manner. We are committed to delivering a high standard of service and take all concerns seriously to continuously improve our practice.

Scope

This policy applies to all complaints received from clients regarding the services provided by Elan & Co 2020 Ltd, including but not limited to bookkeeping, tax, payroll, company accounts, and general accountancy services.

Our Commitment

All complaints will be treated seriously and with courtesy.

We aim to resolve complaints quickly and effectively.

Clients will be kept informed throughout the complaints process.

We will use complaints as an opportunity to learn and improve our services.

 How to Make a Complaint

Clients can raise concerns via 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 appointment at our office

Please include:

• Your full name and contact details
• A description of the issue
• Relevant dates and any supporting documents
• What outcome you are seeking

Complaints Handling Procedure 

a) Stage 1 – Initial Review

• Complaints should be directed to the Client Manager or the staff member involved in the matter.
• We aim to acknowledge receipt of your complaint within 3 working days.
• The issue will be investigated, and you will receive a written response within 10 working days.

b) Stage 2 – Escalation

If you are dissatisfied with the response:

• You may escalate your complaint to the Director, Mr Shakar Elahi BSc FCCA, who will conduct an independent review.
• You will receive a final written response within 15 working days of escalation.

External Redress

If you remain dissatisfied after our final response, you may refer the matter to our professional body:

• ACCA: https://www.accaglobal.com/gb/en/footer-toolbar/contact-us/make-a-complaint-about-an-acca-member.html

Record Keeping

All complaints and related correspondence will be logged and stored securely for a minimum of 6 years in accordance with our data protection obligations and internal quality assurance procedures.

 Monitoring and Review

This policy is reviewed annually by the Compliance Officer to ensure effectiveness and compliance with applicable regulatory and ethical standards.

Contact Us

If you have any queries about this policy or wish to raise a concern, please contact:

Shakar Elahi BSc FCCA (Director)
shakar.elahi@elantax.com

PA: Sema Ziler

Email: Sema.ziler@elantax.com

Phone: 020 7403 1500

Thank you!