Complaints Procedure

At Dolan Accountancy we pride ourselves on giving you a high level of service backed by our Service Level Guarantee.  However, if you feel we have fallen short of this guarantee we will work to address this.

There are certain complaints we can deal with, and these are those relating to Staff, service level and work completed by Dolan Accountancy.

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 unhappy with any aspect of our Staff, service level or work completed by Dolan Accountancy, you can make a complaint directly to your Accountant.

Please email or call your Accountant on 01442 795200 and we will aim to resolve any issues immediately. If your complaint is unable to be resolved with your Accountant this will be escalated to our Head of Accounting and Tax.

Alternatively, you can email your complaint to our Operations Manager: lauren.monks@dolanaccountancy.com or write to us at:

Lauren Monks
Dolan Accountancy
Unit 36 Silk Mill Industrial Estate
Brook Street
Tring
HP23 5EF

To enable us to handle your complaint effectively, we will need the following information;

  1. Company name and Directors name
  2. Details of your complaint
  3. Expectations as to how we can resolve your complaint
  4. Contact details

Once we have received your complaint we will acknowledge this has been received. We will then begin to investigate your complaint as quickly as possible.

Your Accountant will initially aim to resolve your complaint for you and have a resolution for you within 3 workings days.

If your Accountant is unable to resolve your complaint, and this is escalated to our Head of Accounting and Tax, they will be in touch with you within 5 working days of your complaint being received.

We aim to have any complaints or issues resolved in a timely manner, and we promise to work with you until this is resolved.

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