Complaints Policy

1. Purpose
 

TrustPoint Accounting Services Ltd is committed to delivering a professional, courteous and high-quality service at all times.

If something goes wrong, we want you to tell us so we can put it right and continually improve.

This policy explains how you can raise a complaint, how we will respond, and what options are available if you remain dissatisfied.
 

2. How to Complain
 

If you are unhappy with any aspect of our service, please contact us as soon as possible so we can resolve the matter promptly.
 

You can contact us by:
 

• Email: info@trustpointaccounting.co.uk

• Telephone: 02380 016019

• Post: TrustPoint Accounting Services Ltd, 134 Oak Road, Bishops Waltham, Southampton, SO32 1EQ
   

Please include:
 

• Your full name and contact details

• Details of your complaint, including relevant dates, people involved and any supporting documents

• How you would like us to resolve the matter
   

3. Our Complaints Procedure
 

• Acknowledgement:
  We will acknowledge your complaint within five business days of receipt.

• Investigation:
  A director not directly involved in the matter will review your complaint.
  (If the complaint concerns Kevin, it will be investigated by Stan; if it concerns Stan, it will be investigated by Kevin.)

• Response:
  We aim to provide a full written response within 28 calendar days of acknowledgement.
  If more time is needed, we will explain the reason and provide an updated timeframe.

• Outcome:
  We will explain our findings clearly and outline any corrective actions taken, where appropriate.
   

All complaints are treated confidentially and processed in line with our data protection obligations.
 

4. Escalation to AAT
 

If you are not satisfied with our final response, you may refer your complaint to our professional body, the Association of Accounting Technicians (AAT).

AAT requires complaints to be submitted via their online complaint form.
Full details and the form can be found at:

aat.org.uk/membership/standards-requirements/complaints
 

If you are unable to use the online form due to accessibility needs or require reasonable adjustments, you may contact the AAT Professional Standards Team:

• Telephone: +44 (0)20 7397 3008

• Email: aatstandards@aat.org.uk
   

AAT requires all complaints to be supported by relevant evidence of misconduct and will not consider staged or incomplete submissions.
 

5. Monitoring and Review
 

We monitor complaints to identify themes, improve our service and prevent recurrence.
This policy is reviewed annually, or sooner if required by changes in legislation or AAT guidance.