Complaint Procedure Policy

1. Purpose:

Sydney Hudson Ltd is committed to providing superior accounting services while adhering to the rigorous standards set by the Association of Accounting Technicians (AAT). This policy establishes a comprehensive procedure for addressing and resolving complaints effectively and in compliance with AAT guidelines.


2. Scope:

This policy applies to all clients, employees, and stakeholders of Sydney Hudson Ltd and encompasses all aspects of complaint handling within the organisation.

3. Definition of a Complaint:

A complaint is any expression of dissatisfaction, whether received verbally or in writing, from a client, employee, or stakeholder regarding the quality of our services, conduct of our employees, or any other aspect of our business operations.

4. Complaint Handling Process:

4.1. Receipt of Complaint:

Clients, employees, or stakeholders with a complaint could submit it in writing via email to the Director, Beverley Sydney, at admin@sydneyhudson.co.uk or call us on 01234 225 941.

Upon receipt of a complaint, Beverley Sydney, or her designated representative, will promptly acknowledge its receipt within a business day.

4.2. Investigation and Resolution:

Beverley Sydney, or her designated representative, will initiate a thorough investigation of the complaint, ensuring all pertinent details are collected and documented.

The investigation will be conducted promptly and completed within seven working days of acknowledging the complaint. If additional time is required, the complainant will be informed accordingly.

During the investigation, Beverley Sydney may request further information or clarification from the complainant, relevant employees, or any other involved parties.

Upon completion of the investigation, Beverley Sydney or her designated representative will provide a comprehensive written response to the complainant, detailing the findings of the investigation and any proposed resolutions or actions to be taken.

If the complaint is found to be valid, Sydney Hudson Ltd will take appropriate corrective measures to address the issue and prevent its recurrence in the future.

4.3. Escalation to AAT:

If the complainant remains dissatisfied with the resolution provided by Sydney Hudson Ltd, they have the option to escalate the complaint directly to the Association of Accounting Technicians (AAT) for further review and intervention.

Complaints escalated to AAT should be submitted in accordance with their established procedures and guidelines. Contact information for AAT will be provided upon request or included in the written response to the complainant. Further details below:

Website: https://www.aat.org.uk/membership/standards-requirements/complaints
Contact: +44 (0)20 3735 2468 or email customersupport@aat.org.uk

5. Monitoring and Review:

This complaint procedure policy will undergo regular yearly monitoring and review to ensure its effectiveness and continued compliance with AAT standards.

6. Conclusion:

Sydney Hudson Ltd is committed to fostering a culture of transparency, accountability, and continuous improvement in our complaint handling processes. By adhering to the procedures outlined in this policy and actively seeking feedback from our clients and stakeholders, we strive to maintain the highest standards of service excellence and professionalism in all aspects of our operations.

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