Complaints procedure.

How to complain

Please tell me as soon as possible, in whatever way suits you:

• by email at complaints@lucindhalawson.co.uk;
• by BSL video, sent to the same address;
• by post to LUCINDHA LAWSON LTD, 128 City Road, London, EC1V 2NX.

Tell me what happened, when, and what you'd like me to do to put it right. Include copies of any relevant documents. Making a complaint is free.

What I'll do

1. Acknowledge it within 5 working days, in writing and in your preferred way of communicating, setting out my understanding of your complaint.
2. Investigate it fairly and thoroughly. I'll review all the relevant records and correspondence, and contact you if I need more information. As I run the practice myself, I'll handle your complaint personally and objectively.
3. Send you a full written response within 4 weeks of acknowledging it, explaining what I found, whether I uphold your complaint and what I'll do to put things right. If I need longer, I'll tell you why and when you can expect a reply.
4. Take action promptly to correct any mistakes and stop them happening again.

If you're still unhappy

If your complaint is about my accountancy services and you're not satisfied with my response, you can take it to my professional body, the Association of Accounting Technicians (AAT). I'm an AAT licensed accountant, licence no. 1010532.

• Complain using AAT's online complaint form (opens in a new tab).
• If you can't use the online form because of a disability, email aatstandards@aat.org.uk or call +44 (0)20 7397 3008.

AAT normally expects you to complain within one year of the issue and to have given me the chance to resolve it first. Include copies of our correspondence.

Other kinds of concern

• Personal information: see the privacy notice, or email privacy@lucindhalawson.co.uk.
• Coaching, talks and workshops: use the steps above. Where a session was run with a club, school or other organisation, I may also need to share your complaint with them.
• The safety or wellbeing of a child or an adult at risk: don't wait for this procedure. In an emergency, call 999. Otherwise contact the police on 101 or your local council's safeguarding team.

Records

I keep a record of every complaint and how it was resolved, and use them to improve my service. Where required, I also tell my professional indemnity insurer about a complaint.