Complaints Procedure – Time Accounts Limited

Last updated: 20 June 2025

At Time Accounts Limited, we are committed to delivering the highest standards of service. If something has gone wrong, we want to hear about it so that we can put things right and learn for the future.

  1. How to Make a Complaint

If you are dissatisfied with any aspect of our service, please contact us as soon as possible. We welcome both informal feedback and formal complaints.

You can raise your concerns by:

Email: info@timeaccounts.co.uk
Phone: 01273 987668
Post: Office 34, Basepoint Business Centre, Little High Street, Shoreham-by-Sea, BN43 5EG

To help us resolve your issue quickly, please include:

  • A description of the issue
  • The name of the person or service involved
  • Any relevant documents or correspondence
  • Your preferred method of contact
  1. What Happens Next

Once we receive your complaint, we will:

  1. Acknowledge receipt within 5 working days.
  2. Review the matter carefully and investigate with any relevant team members.
  3. Provide a written response within 15 working days, setting out our findings and any actions we propose.

If we need more time (for example, if the issue is complex or involves multiple parties), we will update you and agree a revised timescale.

  1. What If You’re Still Unhappy?

If we are unable to resolve your complaint to your satisfaction, you may escalate your concerns to our professional body:

Institute of Chartered Accountants in England and Wales (ICAEW)
Complaints Department
Chartered Accountants’ Hall, Moorgate Place, London EC2R 6EA
Tel: +44 (0)1908 248 250
www.icaew.com/complaints

If the matter relates to consumer rights or regulated financial activity, you may be entitled to refer it to the Financial Ombudsman Service (FOS).

We will inform you in writing if this applies.

  1. Our Commitment

We treat all complaints seriously and confidentially. We aim to:

  • Resolve concerns promptly and fairly
  • Learn from complaints to improve our services
  • Comply with our obligations as an ICAEW member firm

This procedure is made available to all clients and prospective clients and can be provided in alternative formats upon request.