Complaints

We aim to offer all our clients an efficient and effective service, although occasionally there may be aspects of our service about which clients and others have concerns or with which they are unhappy.

If you are dissatisfied with the services you are receiving and would like to raise this with us, you should contact the engagement partner or manager named in our engagement letter with you; they will be familiar with your case and may be able to resolve any problems to your satisfaction immediately, for instance, by the correction of a misunderstanding or by the provision of missing documentation.

However, if you prefer to raise your concerns with someone else, you may contact our complaints partner (see below for contact details).

It is the policy of the firm to handle complaints as fairly and quickly as possible, having regard to all of the circumstances of the complaint.

When submitting a complaint to us, please provide the following information which will help us to deal with your complaint more fully and as quickly as possible.

In the event your engagement Partner has not been able to deal with your complaint satisfactorily, please contact the Complaints Partner via complaints@azets.co.uk.

If we are unable to satisfy your concerns or resolve any complaint, and the service provided to you is provided by our ICAEW Regulated businesses https://www.azets.co.uk/about-us/policies-legal/list-of-group-companies-by-regulator/ You have the right to take the matter up with the Institute of Chartered Accountants in England and Wales at: https://www.icaew.com/regulation/complaints-process/make-a-complaint or by email to complaints@icaew.com

If your complaint relates to our Licensed Insolvency Practitioners:

If you remain unsatisfied and your complaint relates to one of our Licensed Insolvency Practitioners, you have the right to refer the matter to the Insolvency Complaints Gateway which is operated by the Insolvency Service, Department for Business, Energy & Industrial Strategy (BEIS) by sending the completed complaints form by post to IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA; or completing an online complaints form at https://www.gov.uk/complain-about-insolvency-practitioner (guidance for those who wish to complain can also be found on this site); or by calling the Insolvency Service Enquiry Line on 0300 678 0015 (Monday to Friday 8am to 5pm).

If you have a proposal for settling your complaint, you can include that as well. Please include documentary evidence in support of the complaint (if available); the name of the partner and/or staff member(s) to whom the complaint relates; a clear description of the conduct against which the complaint is being made; the date and signature; and the name and address of the submitting party.