Complaints Procedure

At the Dolan Contractor Group, we pride ourselves on giving you a high level of service whether you work as an umbrella employee or via your own limited company. Both Contractor Umbrella and Dolan Accountancy back our high standards of service with our money back service guarantee, so you can be sure that you are in safe hands.

We take any complaints very seriously and you can be assured that we investigate these thoroughly. If something does go wrong, we’d like you to tell us.

Please note that we are unable to deal with any complaints you have relating to HMRC, Companies House or your Bank, you will need to contact them directly.

If you are a limited company client, you should contact your Accountant via email or on 01442 795 200 in the first instance to raise your complaint. They will aim to solve your issue immediately and have a resolution for you within three workings days.

If your complaint is unable to be resolved with your Accountant this will be escalated to the Accounting Team Manager. They will be in touch with you within five working days of your complaint being received.

To enable us to handle your complaint effectively, we will need the following information from you;
1. Company name and Directors name
2. Details of your complaint
3. Expectations as to how we can resolve your complaint
4. Contact details

If you are an umbrella employee you should raise your complaint via email to lauren.monks@dolancontractorgroup.com . Once we have received your complaint, we will acknowledge receipt and begin to investigate as quickly as possible.

What will happen next?
1. We will send you an email acknowledging receipt of your complaint.
2. We will start to investigate your complaint as quickly as possible. This will involve a review of your file and discussing this with the member of staff involved.
3. We aim to resolve your complaint for you and have a resolution within three working days.

Alternatively, you can email your complaint to our Group Operations Director: lauren.monks@dolancontractorgroup.com or write to us at:
Lauren Monks- Group Operations Director
Dolan Accountancy
Unit 36 Silk Mill Industrial Estate
Brook Street
Tring
HP23 5EF

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