Complaints Procedure

1. Our commitment to you

Ernest & Co Accountants Ltd (Company No. 15545218, registered in England & Wales, registered office: 3rd Floor, 86–90 Paul Street, London EC2A 4NE) is committed to providing a high standard of professional service. If something has fallen short of what you expected, we want to hear about it so we can put it right and improve.

2. How to raise a complaint

In the first instance, please contact your usual point of contact at the firm. If you would prefer to escalate the matter directly, please email help@ernestcoaccountants.co.uk with the subject line "Formal Complaint" and include:

• Your name and company (if applicable)
• A clear description of the issue and the dates it relates to
• The names of any team members involved
• The outcome you would like us to achieve

3. What happens next

• We will acknowledge your complaint in writing within 3 working days.
• A senior member of the team will review the matter independently.
• We aim to provide a full written response within 20 working days. If we need more time for a complex matter, we will let you know and keep you updated.
• Where appropriate, we will explain what has happened, what we will do to put it right, and what changes we will make to prevent it from happening again.

4. If you are still not satisfied

If, after we have responded, you remain unhappy with the outcome, you may refer your complaint to the relevant professional body or regulator. For matters relating to the handling of your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO).

5. Our standards and conduct

We follow the principles of integrity, objectivity, professional competence, due care and confidentiality in everything we do. The firm is led by a Chartered Management Accountant (ACMA CGMA) and we operate appropriate Anti-Money Laundering (AML) procedures, client engagement letters, and data security controls in line with UK GDPR and the Data Protection Act 2018.