Complaints Procedure
We work with ambitious business owners and pride ourselves on being proactive and responsive. If we ever fall short of that, we want to know so we can put it right as quickly as possible.
How to make a complaint
If you have a complaint, please contact us in the first instance:
- By email: info@pocknells.co.uk
- By phone: 01245 322 808
- By post: Pocknells, The Old Police Station, West Square, Maldon, Essex, CM9 5AL.
Please include as much detail as possible so we can investigate your concerns fully.
What happens next
We will acknowledge your complaint within 3 working days.
Your complaint will be investigated by an appropriate member of our team, and we will aim to provide a full response within 20 working days.
If we need more time to investigate your complaint, we will keep you informed of progress.
If you are not satisfied
If you are not satisfied with our response, you can request that your complaint is reviewed by a senior member of the team.
External escalation
If we are unable to resolve your complaint, you may be able to refer the matter to our professional body.
ICAEW: https://www.icaew.com/regulation/complaints-process/make-a-complaint
ACCA: https://www.accaglobal.com/content/dam/ACCA_Global/disc/complain/complaint-form.pdf
Data protection complaints
If your complaint relates to how we have handled your personal data, you also have the right to raise this with the Information Commissioner’s Office (ICO) (www.ico.org.uk).
We would, however, appreciate the opportunity to address your concerns first.
Continuous improvement
We take all complaints seriously and use them to improve our services.