Complaints Procedure

Our Commitment To You

At Money Fitness Accounting, we are committed to providing a high standard of service to all clients.

We value feedback and take any concerns or complaints seriously. If something has not met your expectations, we want to know so that we can investigate the matter fairly and work towards a satisfactory resolution.

Our aim is to resolve complaints promptly, professionally and transparently.

How To Make A Complaint

If you are dissatisfied with any aspect of our service, please contact us as soon as possible.

Complaints should be submitted in writing wherever possible and should include:

• your name and contact details
• details of the issue or concern
• any relevant dates or supporting information
• the outcome you are seeking

Complaints can be sent to:

Money Fitness Accounting Ltd

Email: info@moneyfitnessaccounting.com

What Happens Next?

Step 1 – Acknowledgement

We will acknowledge receipt of your complaint within five working days.

At this stage, we may contact you to request any additional information required to investigate the matter.

Step 2 – Investigation

Your complaint will be reviewed by an appropriate member of the team who has not been directly involved in the matter where possible.

We will investigate the circumstances, review relevant information and consider any supporting evidence provided.

Step 3 – Response

We aim to provide a full written response within 20 working days of receiving your complaint.

Where additional time is required, we will keep you informed of progress and provide an updated timescale.

Our response will explain:

• our findings
• any action taken
• any proposed resolution
• any further options available to you

If You Remain Dissatisfied

We always hope to resolve concerns directly and amicably.

However, if you remain dissatisfied after receiving our final response, you may have the right to refer your complaint to the relevant professional body, depending on the nature of the complaint.

ACCA Complaints

Jon Langdon is a member of the Association of Chartered Certified Accountants (ACCA).

If you believe your complaint relates to professional conduct, ethics or professional standards and cannot be resolved directly with us, you may contact ACCA for further guidance.

Further information can be found on the ACCA website.

Continuous Improvement

We view complaints as an opportunity to learn and improve.

All complaints are reviewed to help us identify areas where our services, systems or communication can be strengthened for the benefit of our clients.

Contact Us

If you would like to discuss a concern before making a formal complaint, please contact us and we will do our best to help.

Money Fitness Accounting Ltd

Email: info@moneyfitnessaccounting.com

Website: www.moneyfitnessaccounting.com