How to make a complaint
We take complaints seriously. This page sets out how to raise one, what happens next, and how to escalate if you're not satisfied with the outcome.
How to make a complaint
If you want to raise a complaint with us, please get in touch using the details below. To help us look into it properly, please include:
- Your name and contact information
- A description of your concern
- Relevant dates, documents or correspondence
- The outcome you're looking for
Complaints should be sent by email to hello@buzzaccounting.co.uk.
What happens next
We will acknowledge your complaint within 5 working days. We will review it fairly and objectively, and may ask you for further information if it helps us understand the issue properly. Where reasonably possible, we aim to provide a substantive response within 20 working days. If we need longer than that, we will let you know and explain why.
Complaints about another Buzz company
Buzz Accounting Ltd, Buzz Legal Ltd and Buzz Money Ltd are separate companies. This page covers accountancy work carried out by Buzz Accounting Ltd. If your complaint relates to legal work, it is handled by Buzz Legal Ltd; and where a matter was referred to an authorised law firm such as RHF Solicitors, that firm deals with it under its own complaints procedure. Tell us either way and we will point you to the right place.
Our approach
We take every complaint seriously and use it to improve how we work. Raising a complaint will not negatively affect any ongoing matter you have with us, subject to any legal or practical constraints that may apply.
Escalation
If you remain unhappy with how your complaint has been handled, you can ask for it to be reviewed at a senior level.
If you are still not satisfied, you can refer your complaint to the Association of Accounting Technicians (AAT), our professional body. AAT will normally consider a complaint only once we have had a fair opportunity to resolve it ourselves, and it must be raised within twelve months. Complaining costs you nothing and will not affect the service you receive from us.
If your complaint relates to how your personal data has been handled, you also have the right to escalate it to the Information Commissioner's Office (ICO).