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Complaints Procedure

Last updated: 1 October 2026

We want you to feel confident in the service you receive from Clearview Digital Accountancy Ltd. If something has gone wrong, please tell us so we can understand the issue, investigate it fairly and put matters right where appropriate.

This procedure explains how to raise a complaint, what happens next and the options available if you remain dissatisfied.

There is no charge for using our internal complaints procedure.

1. How to raise a complaint

Please address your complaint to Poya Zarori, founder of Clearview Digital Accountancy Ltd.

Email: hi@cvdaccountancy.co.uk
Post: Clearview Digital Accountancy Ltd, 26 Woodheys, Mersey Road, Stockport, England, SK4 3BJ.

You can also raise a complaint by telephone using the contact number displayed on our website.

You do not need to use a particular form or legal wording. If you raise your complaint verbally, we will record our understanding and give you an opportunity to correct or clarify it.

You may complain about our accounting or tax services, communication, delays, fees, payments, website or handling of personal information.

2. Information that helps us investigate

Please provide, where available:

  • Your name and preferred contact details.
  • Your business name, if relevant.
  • A description of what happened and when.
  • The service, invoice or correspondence involved.
  • Copies of relevant supporting documents.
  • The outcome you would like us to consider.

You can raise a complaint even if you do not yet have all the supporting information. We will explain what else we reasonably need.

Please tell us immediately if the issue involves an approaching filing deadline, a suspected unauthorised payment or a concern about the security of personal information.

Do not send passwords or full payment-card details. If sensitive documents are needed, we will explain how to provide them.

3. Accessibility and representatives

If you need help making a complaint, a different communication format or another reasonable adjustment, please let us know.

You may ask someone to complain on your behalf. Before sharing confidential information with that person, we may need to confirm their authority to represent you.

We will treat you respectfully and consider your complaint fairly. Raising a concern will not, by itself, result in less favourable treatment.

4. What happens after we receive your complaint

Acknowledgement

We aim to acknowledge your complaint within five working days of receiving it.

Our acknowledgement will explain who is handling the matter, our understanding of the issue and any further information we need.

For this procedure, working days are Monday to Friday, excluding public holidays in England and Wales.

Investigation

We will review the relevant engagement documents, records, instructions and correspondence. We may contact you to clarify the facts or discuss a possible resolution.

Poya Zarori oversees complaints. Where practicable, a person who was not directly involved in the matter will assist with the review. If the complaint concerns Poya’s own work, we will consider whether additional professional input is appropriate and explain any review arrangements available.

Response

We aim to provide a written final response within four weeks of first receiving your complaint.

If we need longer, we will explain the reason before that period ends, tell you when to expect a further response and keep you informed.

These service targets do not extend any shorter legal deadline that applies to your complaint, refund or other rights.

5. Our findings and any remedy

Our response will explain:

  • The issues we investigated.
  • Our findings and the reasons for them.
  • Whether we uphold your complaint in full, in part or not at all.
  • Any action or remedy we propose.
  • When any agreed action will be completed.
  • Any applicable options for further review or external escalation.

Depending on the circumstances, a remedy may include an explanation, an apology, correcting or repeating work, reviewing a charge, making a refund or another appropriate action.

Any remedy required by law will be provided in accordance with your legal rights. We will also consider whether our procedures should change to prevent a similar issue arising again.

6. If you remain dissatisfied

If you believe we have misunderstood something or overlooked relevant information, please tell us what you would like reconsidered.

We will review any material new information or identified error and explain whether it changes our response. You do not have to repeat an internal review before using an external route that is already available to you.

If we cannot resolve the complaint, we will confirm our position in writing and explain any applicable next steps.

7. Professional bodies and alternative dispute resolution

The external route available depends on the nature of the complaint, any applicable professional regulation and the rules of the organisation concerned.

Where a professional body has jurisdiction, we will provide its contact details and explain any relevant referral requirements or time limits. A professional conduct complaint and a claim for a refund or compensation may involve different procedures.

Alternative dispute resolution, or ADR, means using an independent third party to help resolve a dispute outside court.

When communicating the outcome of a consumer complaint, we will provide information about any applicable ADR or other complaint-resolution arrangement in which we are required to participate by law or contract.

Where participation is voluntary, we can discuss whether an appropriate mediation or ADR process would help. Any participation arrangements and applicable costs will be explained before agreement.

8. Complaints about personal information

If your concern relates to how we collect, use, store, share or protect personal information, you can complain using the contact details in section 1.

We will acknowledge a data protection complaint within the statutory 30-day period, while aiming to meet our earlier five-working-day acknowledgement target.

We will investigate appropriately, keep you informed and communicate the outcome without undue delay. Any separate legal deadline for responding to a data protection rights request remains applicable.

You also have the right to complain to the Information Commissioner’s Office (ICO).

ICO complaints information: ico.org.uk/make-a-complaint

Our Privacy Policy explains more about our handling of personal information and your rights.

9. Payments, refunds and ongoing work

For a complaint about an invoice, payment, cancellation or refund, please also refer to our Payments, Cancellations & Refunds Policy.

Our complaints process does not postpone an applicable statutory refund deadline or require you to complete an investigation before exercising a cancellation or payment-protection right.

You may contact your bank or payment provider directly where you are entitled to do so.

Making a complaint does not, by itself, end your engagement or change responsibility for agreed work. We will explain how any urgent work or deadlines affected by the complaint will be handled.

HMRC, Companies House and other statutory deadlines continue to apply during a complaint. Please raise any immediate concern so we can clarify the action required and who is responsible for it.

10. Confidentiality and complaint records

We will handle complaint information with appropriate confidentiality and in accordance with our Privacy Policy.

Information may need to be shared with people involved in investigating or resolving the matter, professional advisers, insurers or an appropriate authority, where there is a lawful basis to do so.

We will keep an appropriate record of the complaint, our investigation, correspondence and outcome. Records will be retained in accordance with applicable legal obligations and our retention arrangements.

11. Your legal rights

Using this procedure does not restrict your statutory rights or prevent you from obtaining independent advice, contacting an appropriate authority or pursuing a legal remedy.

Our internal complaints process does not automatically pause any deadline for bringing a legal claim or referring a matter to an external organisation.

Nothing in this procedure requires you to accept our proposed resolution or waive a right that cannot lawfully be excluded.

We may update this procedure to reflect changes in our operations or legal requirements. An update will not retrospectively reduce your rights or change an existing agreement.