At Sterling Gate Accountants, we are committed to providing high-quality services and ensuring that our clients have a positive experience with us. However, we recognise that there may be times when our service does not meet your expectations. This policy explains how you can raise a complaint and how we will handle it.

How to Make a Complaint

If you are dissatisfied with any aspect of our service, please let us know as soon as possible. You can submit your complaint by:

Email: info@sterlinggate.co.uk

Post: Sterling Gate Accountants, 3rd Floor, 86-90 Paul Street, London, England, EC2A 4NE

When making a complaint, please provide:

Your name and contact details

Details of the issue you are complaining about

Any relevant supporting information or documents

How We Handle Complaints

Acknowledgement: We will acknowledge receipt of your complaint within 3 working days.

Investigation: We will investigate your complaint thoroughly and impartially. This may involve reviewing documents, speaking with staff involved, and seeking clarification from you if necessary.

Response: We aim to provide a full response within 10 working days. If the investigation takes longer, we will keep you updated on progress and provide an expected timeframe.

Resolution: Our response will include any actions we will take to resolve the complaint and prevent a recurrence.

Escalation

If you are not satisfied with our response, you may request a review by a senior member of our team. We will aim to resolve escalated complaints promptly.

Confidentiality

All complaints are treated confidentially. Only staff directly involved in handling the complaint will have access to the details.

Commitment to Improvement

We take all complaints seriously and use feedback to improve our services. Your input helps us ensure we provide the highest standards of accounting support to all our clients.