what is your complaints procedure? - The Book-keepers Forum (UK)

Annasweetbaby · Veteran Member

what is your complaints procedure?

semsley · Guru

Something on the lines of first yourself, if not satisfied, your supervisory body.

Peasie · Expert

So you don't advocate the baseball bat, balaclava and boiler suit approach?

semsley · Guru

Nah Peasie, I'm a lady!!!!!!!!

Annasweetbaby · Veteran Member

Thanks ladies,

But is there any governing laws invloved? Do you specify such procedure in your contract/letter of engagement?

I am so scared to get started...

Anna

kjmcculloch83 · Expert

I got a 6ft bald guy called Tiny in to deal wit complains and since then they all seem to have dried up.

Or you could follow BT's lead where their complaints department have neither a telephone (apparently it's good to talk, but not to complain) nor email you need to put your complaint in writing and send it snail mail.

Kris

Annasweetbaby · Veteran Member

there is no question that Mr. Tiny has been doing a good job for you, Kris:)

I suppose I could somewhere mention that first they could come to myself, then the ICB (as my regulated Prof. body in my case). Does this sounds alright to do?

Thanks,
Anna

-- Edited by Annasweetbaby on Wednesday 11th of January 2012 09:21:59 PM

Mad Liz · Senior Member

My complaints department employees.

Annasweetbaby · Veteran Member

mmm...very impressive, Liz, and I think we all know now how you keep your costs down...

Spamkebab · Expert

One looks like it would trek for miles to track you down and the other looks as though it wouldn't think twice about ripping off your head and weeing down your neck, imagine if you bred them Liz? I am stuck with a Shih tzu called Lucy although this has changed slightly to Loopy, a 10 year old that thinks she's a puppy.

Amanda · Expert

Love it Liz!!!!

I love British Bulldogs, but Hubby isn't so keen, hes not a dog lover so we don't have one!

Mad Liz · Senior Member

Funnily enough, Spamkebab, the Akita, whose name is Lucy, is also known as Loopy!

gbm · Guru

My governing body (CIMA) has a requirement that I have a complaints procedure displayed, which I do, but I couldn't tell you what it contains (because I can't remember, not because it's a secret!). Think the first step is 'see me'.

But if they didn't have this requirement, I wouldn't have one.

Annasweetbaby · Veteran Member

Thank you very much for your all lovely response.

You see, before I become a bookkeeper, the only procedure mattered to me was: you will get all your money back or products exchanged if you bring back the item within 28 days - this is why I love this country:)

But I don't suppose it could apply to bookkeeping services:)

I am not sure if you are requried to have a complaint procedure with my governing body ICB, perhaps James from ICB could advice me on this one?

Anna

Helz · Senior Member

Hi Anna

I'm sure James will be about during the week - but as a member of the ICB, I've never seen anything to say that we need a formal complaints procedure that we notify to clients. I know ICAEW members have to, and as Nick advises above CIMA obviously do too, but never seen anything for us.

I know Kris & Peasie are both ICB members, as is Mad Liz (above) so maybe if any of them read this they could confirm their understanding of this too.

Basically your procedure would be as you say somewhere above - complain to you first (in writing) and then if still not happy, to the ICB.

HTH

Helen

Stardoe · Guru

Hi Anna,

I am an Associate Member of the ICB and don't think that they have a mandatory complaints procedure document.

If you are worried about it I would put something in your Letter of Engagement to the effect of - "any complaints should be made in writing in the first instance to me and if not satisfied then to take it up with my supervisory body" and give the contact details.

Pauline

Annasweetbaby · Veteran Member

Thank you Helen, again:) and Pauline.

I think even I was terriably worried, your kindness has greatly helped me. Thank you so much!

Anna xx