Complaints Procedure

We work hard to deliver a high-quality service — but if something hasn’t lived up to your expectations, we want to know about it. Here’s how to raise a concern, what we’ll do, and where to go if you’re still not satisfied.

1. Raise it with us first

Most issues are best resolved by talking directly with the person handling your engagement. If you’d rather skip that step, or if it doesn’t resolve things, write to our Managing Partner at complaints@smartchoice.co.uk or by post to: Managing Partner, Smart Choice Accounting Services Ltd, 14 King’s Cross Square, London N1C 4AX.

2. What happens next

We’ll acknowledge your complaint in writing within three working days. We aim to provide a substantive response within 14 working days. If we need more time — for example, to investigate complex matters — we’ll tell you when to expect a full reply.

3. If we can’t agree

If we haven’t resolved your complaint to your satisfaction within eight weeks, you can refer it to our regulator. Smart Choice Accounting Services Ltd is regulated by the Institute of Chartered Accountants in England and Wales (ICAEW). You can contact ICAEW’s Professional Standards Department at:

icaew.com/regulation/complaints-process
Email: complaints@icaew.com
Phone: +44 (0)1908 248 250

4. Confidentiality

Every complaint is treated confidentially within Smart Choice. Where investigation requires sharing details internally we do so only on a need-to-know basis.

5. We log everything

We keep a record of all complaints and our responses. We use that data to identify patterns and improve the service we offer all our clients.