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How to make a complaint

We aim to offer the highest levels of customer service and accountancy advice at all times.

If you are dissatisfied in any way with the service Crunch provides please contact your Client Managers in the first instance and they will try to resolve the issue. We aim to respond within 7.5 business hours to any support email or call raised. On occasion, this may not be possible if your question is detailed and needs to be passed to an Accountant, so may take a little longer.

If you are still not satisfied the matter has been adequately dealt with please follow our escalation procedure below:

  • You should put details of your complaint in writing and email it to complaints@crunch.co.uk. This helps us to ensure that all of your points are understood and accurately communicated.

  • On receipt of the email, it will be logged as a formal complaint and we will acknowledge it either by a phone call or return of email within 24 hours.

  • If a member of our team cannot resolve the matter themselves, this will be escalated to our Client Experience Manager to review.

  • Your complaint will be discussed with the relevant people within Crunch and one of our team will keep you updated.

  • We will provide a full response within 15 working days, or sooner if we are able to. In exceptional circumstances, it may take longer to investigate your concerns fully. If this is the case, we will let you know and you will receive a final response within 35 working days.

  • All complaints are recorded along with the actions we have taken to resolve them.

  • If your complaint relates to one of our partners this will be recorded and passed onto the relevant person within that partner company to deal with. They will respond directly to you following their own internal complaints procedure.

  • If you’re dissatisfied with our response and your complaint relates to Insurance, Mortgages, Investments and Pensions or Banking services, you can ask the Financial Ombudsman Service for an independent review. The Financial Ombudsman Service can be contacted  by email: complaint.info@financial-ombudsman.org.uk or via their website: http://www.financial-ombudsman.org.uk 

  • The Financial Ombudsman Service may only consider your complaint after you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help. 

Crunch Accounting Ltd is regulated by The Association of Chartered Certified Accountants (ACCA)  and is required to follow its professional rules and practice guidelines. The link below gives information about its complaints processes and procedures: http://www.accaglobal.com/uk/en/footertoolbar/contact-us/make-a-complaint-about-an-acca-member.html

Last Updated: 08 Oct 2019 08:48AM BST

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