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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

Why Thousands of Contractors Choose Dolan Accountancy

With over 25 years experience in contractor accountancy helping thousands of contractors, freelancers and the self employed, Dolan Accountancy has the specialist skills, reputation and credibility you can trust.

Working closely with our sister company, Contractor Umbrella, it means we can offer one low cost, fixed fee package at £105 + VAT. This gives you the flexibility of using both our Limited Company Accountancy Services and our award winning Umbrella Service, for one inclusive cost.

If you’d like to find out more about how Dolan Accountancy can help you and your business, please give us a call on 01442 795 100 or email sophie.lewis@dolanaccountancy.com or jaime.thorpe@dolanaccountancy.com.

We don’t believe in tiered packages or hidden extra fees, instead we aim to give you everything you need, including:

  • Free Company Formation – This is where it all begins. Once you have decided on an available name, we will form your company free of charge (if using our accountancy services) and it will be ready for you to use in as little as three hours
  • Free use of Contractor Umbrella – With IR35 Legislation changes we understand that sometimes you are required to contract via an umbrella company. We will keep your limited company ticking over, while you work margin free via our sister company, Contractor Umbrella
  • A Dedicated Accountant – Your accountant will be there for any company or personal tax advice that you require. We will never outsource work, even to internal teams
  • Free Access to FreeAgent – We offer all of our clients access to FreeAgent, free of charge
  • Free Business Banking – We have decided to waive our commission so our clients can use Tide free of charge for the first year
  • Unlimited IR35 Status Reviews – We will review all of your contracts for IR35 purposes and provide you with our professional opinion as to its status
  • Free Registered and Director’s Service Office Address – Sometimes you just don’t want your home address on display at Companies House. When you sign up to our accountancy services, we will offer the use of our address as an alternative
  • Your Business and Personal Taxation Needs – This includes Company Accounts, Director’s Personal Tax Return, VAT Returns, Payroll, Corporation Tax and Dividend advice, to name just a few
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