Our Complaints Procedure: Regulated by the ICAEW
As an accounting firm regulated by the Institute of Chartered Accountants in England and Wales (ICAEW), we are committed to providing all our clients with the highest standard of service and professional integrity.
We recognise that there may be times when you feel that we haven’t met your expectations. If you have a concern or complaint, we want to hear from you so we can resolve the issue quickly, professionally, and to your satisfaction, using your feedback to continually improve our service. We would expect our professional staff to resolve any queries that arise as soon as possible and the procedure below is a more formal process should your initial query or dissatisfaction remain unresolved
Step 1: Tell Us Your Concern
To allow us to investigate your concern thoroughly and maintain an accurate professional record, please submit your complaint in writing.
Please address your complaint to:
- The Director, Leonard Jones
- Email: info@adremaccs.com
- Post: 1-2 Albert Chambers, Canal Street, Congleton, Cheshire, CW12 4AA, UK
To help us resolve your complaint quickly, please include:
- Your name and contact details.
- A clear description of your complaint and what you believe went wrong.
- The names of any members of our team you have already dealt with.
- What you would like us to do to put things right.
Step 2: Our Commitment to You
Upon receiving your complaint, we commit to the following professional service levels:
| Action | Timeframe |
| Acknowledgement | We will acknowledge receipt of your complaint within 5 working days and confirm who will be handling your case. |
| Investigation | We will conduct a thorough, impartial investigation in line with ICAEW standards. |
| Response | We will issue a formal written response outlining our findings and proposed resolution within 28 working days of the acknowledgement date. If the investigation requires more time, we will contact you to explain the delay and give you a new expected response date. |
Step 3: Referral to Our Regulator (The Ultimate Arbiter)
We are confident in our ability to resolve the vast majority of complaints internally. However, if, after receiving our final response, you remain dissatisfied with the resolution, you have the right to refer your complaint to our professional body.
The ICAEW serves as the ultimate arbiter for complaints concerning the professional conduct of Chartered Accountants that cannot be resolved directly with us. They can review the matter to ensure that we have adhered to their stringent professional standards and ethical guidelines.
You can contact the ICAEW directly for guidance on their complaints process:
- Website: www.icaew.com/regulation
- Address: ICAEW, Metropolitan House, 321 Avebury Boulevard, Milton Keynes, MK9 2FZ