We aim to provide an efficient and effective service that is valued by all our customers. We strive for continuous improvement and we welcome any feedback on how we’re doing and how we can improve. All complaints should be dealt with at the time of any issue (within 15 days) to give us the opportunity to put things right.

If at any time you would like to discuss with us how our service to you could be improved, or if you are dissatisfied with the service you are receiving or have a specific complaint about a member of our team, please let us know, by contacting Sophie Konzeoue (Business Manager) at Sophie@nortonaccountancy.co.uk.

We undertake to look into any complaint carefully and promptly and do all we can to explain the position to you. If you feel that we have given you a less than satisfactory service, we undertake to do everything reasonable to address your concerns.

We will acknowledge your complaint within fifteen working days of its receipt and endeavour to deal with your complaint within eight weeks.

If we do not answer your complaint to your satisfaction you may of course take up the matter with our professional body, the Association of Accounting Technicians (AAT). If your complaint is not resolved you may also wish to escalate your complaint to the Legal Ombudsman. Complaints to the Legal Ombudsman should be made within six years of the act or omission or within three years of you becoming aware of the issue, and in either case within six months of our written response to your complaint to us. The contact details for the Legal Ombudsman are:

Letter: Legal Ombudsman, PO Box 6806,

Wolverhampton, WV1 9WJ

E-mail: enquiries@legalombudsman.org.uk

Telephone: 0300 555 0333