Complaints procedure

We aim to provide a high-quality service to all our clients. If at any point you become unhappy or concerned about the service we provide, please let us know — we’d much rather hear about it than have you leave quietly.

Step 1 — Talk to us first

In the first instance, please email hello@ailoaccounting.co.ukor contact your named accountant. We’ll acknowledge your concern within one working day and aim to resolve it within 10 working days.

Step 2 — Formal complaint

If you’re not satisfied with our initial response, please write to us at hello@ailoaccounting.co.ukwith the subject “Formal complaint”. We’ll acknowledge your formal complaint within 5 working days and provide a full response within 28 days.

Step 3 — ICAEW

If you remain dissatisfied with our handling of your complaint, you can refer the matter to our regulator, ICAEW, at icaew.com/complaints. ICAEW provides an independent complaints process for clients of regulated firms.

Our regulatory details

• Firm: Ailo Accounting
• Regulator: ICAEW
• ICAEW firm number: TBC