Putting Things RightComplaints & Feedback

1. Purpose and scope

In shortHow to complain, how fast we respond, and how to escalate if needed.

1.1 This Policy sets out how we receive, record, investigate and resolve complaints, and how we welcome wider feedback to improve our bookkeeping services.

1.2 It applies to all clients and prospective clients, and to anyone who deals with us - online, by telephone or in writing.

1.3 It covers concerns about service quality, timeliness, communication or conduct. It does not cover fee disputes already before the courts, or matters better dealt with under our Data Protection Policy (for example, rights requests or a personal data breach).

2. Definitions

In shortWhat we mean by a complaint, feedback, and a working day.

2.1 Complaint - an expression of dissatisfaction, however made, where you reasonably expect a response or a resolution.

2.2 Feedback - comments, suggestions or compliments that do not need an investigation or a formal outcome.

2.3 Working day - Monday to Friday, excluding bank holidays in England and Wales.

3. How to complain

In shortBy email, phone or post - and what to tell us.

3.1 You can complain through any of these channels:

• Email - contact@landlordaccounting.co.uk
• Telephone - 07359 169970
• Post - Landlord Accounting, c/o David Smith & Co., Accountants, 7 Grosvenor Gardens, London SW1W 0BD.

3.2 Where you can, please tell us:

• your name and contact details;
• a clear description of what went wrong;
• relevant dates and any supporting documents;
• the outcome you are seeking.

4. Our process and timescales

In shortWe acknowledge in 3 days and aim to resolve within 20 working days.

4.1 Acknowledgement - we acknowledge your complaint within 3 working days and give you a reference number.

4.2 Early resolution - where we can, we resolve straightforward issues within 10 working days.

4.3 Investigation - for more complex matters we carry out a proportionate investigation and aim to give a written outcome within 20 working days. If we need longer - because of complexity or waiting on a third party - we explain why and give you a revised date. In any event, we aim to issue a final response within 8 weeks. If your complaint is not resolved to your satisfaction by 8 weeks, you may proceed directly to independent mediation or the courts, as set out in the next section, without waiting further.

4.4 Outcome - our written outcome explains what we did, our findings and any remedy offered, and repeats your reference number for your records.

5. If you are still not satisfied

In shortA second review, then independent mediation or the courts if needed.

5.1 Second review. If you remain dissatisfied after our final response, you may ask us to look again. As a small practice we cannot offer review by a separate department, so we are straightforward about what a second review is: the business principal reviews the complaint afresh, sets aside the first outcome, and reconsiders it from the start. We aim to complete this within 15 working days. If you would prefer an independent view, we will instead move to the mediation step below.

5.2 Landlord Accounting is not regulated by the Financial Conduct Authority, and the Financial Ombudsman Service is not available for complaints about our services.

5.3 Independent mediation. We support resolving disputes without going to court. We will agree a suitable independent mediator or an accredited Alternative Dispute Resolution provider with you - for example, a CMC-registered mediation service - and we will consider any reasonable proposal you make. Mediation is voluntary for both sides. Court or small-claims proceedings remain available to you as a last resort.

5.4 If your complaint concerns how we handle personal data, you also have the right to complain to the Information Commissioner’s Office: www.ico.org.uk · 0303 123 1113.

6. Accessibility and reasonable adjustments

In shortWe adjust the process if a disability makes it hard to use.

6.1 We make reasonable adjustments where a disability or health condition makes this process difficult to use - for example, accepting a complaint through a representative, using larger print, or arranging a telephone appointment.

7. Recording, confidentiality and retention

In shortWe keep complaint records confidential, for up to three years.

7.1 We keep proportionate records of complaints and feedback for quality assurance and legal purposes.

7.2 Complaint files are kept confidential, with access limited on a need-to-know basis.

7.3 Unless the law requires a different period, we keep complaint records for up to 3 years after closure.

8. Remedies

In shortAn apology, corrective action, or a refund where appropriate.

8.1 Where a complaint is upheld, a remedy may include an explanation, an apology, corrective action, a service improvement, or a goodwill gesture. A refund or fee adjustment may be considered where appropriate.

9. Unreasonable or vexatious conduct

In shortWe treat everyone with respect and expect the same.

9.1 We treat everyone with respect. Where behaviour is abusive, persistent or vexatious and affects our ability to operate, we may set communication boundaries or stop direct contact while keeping a written channel open.

9.2 Examples include, without limitation: repeated duplicate complaints after a final response; abusive or threatening language; an excessive frequency of contact or refusal to accept a reasonable outcome; and knowingly giving false information.

10. Feedback (non-complaint)

In shortWe welcome suggestions and review them regularly.

10.1 We welcome feedback, including suggestions for improvement, and review feedback trends quarterly as part of our service-improvement plan.

11. Review and oversight

In shortWe review this policy at least once a year.

11.1 We review this Policy at least annually, or earlier if the law or our practice changes.

11.2 Oversight rests with the business principal, who monitors outcomes and identifies lessons learned.

12. Contact

In shortHow to reach us to complain or give feedback.

13. Important information

In shortWe keep records, not tax advice, under the law of England and Wales.

Landlord Accounting provides property bookkeeping services for landlords. We can prepare and file personal Self Assessment returns; we do not file company corporation tax returns or provide tax, legal or regulated financial advice. All information is for bookkeeping purposes only.

This Policy is governed by the laws of England and Wales and subject to the exclusive jurisdiction of its courts.