Complaints Policy

PURPOSE

Taxpro Group strives for high standards in service delivery and welcomes feedback from individuals, users of our services, stakeholders, professional bodies and anyone who works with us, on all aspects of our services. Such feedback is invaluable in helping us evaluate and improve our work. All complaints should be submitted to complaints@taxpro.co.uk

Objectives

  • Ensure everyone knows how to make a complaint and how a complaint will be handled
  • Ensure that complaints are dealt with consistently, fairly and sensitively within clear time frames
  • Provide individuals with a fair and effective way to complain about our work
  • Ensure that complaints are monitored to improve our services

Our Commitment

  • A complaint is any expression of dissatisfaction by an individual, whether justified or not.

An individual may make a complaint if they feel the company has:

  • Failed to provide a service or an acceptable standard of service or made a mistake in the way the service was provided
  • Failed to act in a proper way
  • Provided an unfair service

Complaints Procedure

On receipt of a formal complaint (Via email complaints@taxpro.co.uk) the complaints department will;

  • Acknowledge formal receipt of your complaint and respond to ensure you are aware the complaint has been allocated and is actively being investigated (within 48 hours) this may be longer if your complaint is emailed of a weekend or out of hours)
  • Formally investigate the body of your complaint
  • Provide you with an outcome within 5 working days, this may be longer if we need to contact you for more information. No complaint will continue for a duration of 28 days or more.
  • Provide you with an outcome of your complaint (details may be limited due to confidentiality and GDPR requirements)
  • Advise how you can appeal your complaint

Data protection

To process a complaint Taxpro will hold personal data about the complainant, which the individual provides, and which other people give in response to the complaint. We will hold this data securely and only use it to address the complaint. The identity of the person making the complaint will only be known to those who need to consider the complaint and will not be revealed to other people or made public. However, it may not be possible to preserve confidentiality in some circumstances, for example, where relevant legislation applied or allegations are made which involve the conduct of third parties. Taxpro will normally destroy complaints files in a secure manner six years after the complaint has been closed.

Monitoring

Complaints are an important tool which, alongside data provided by exit surveys, stakeholder surveys, user feedback and focus groups, will allow us to learn about the services we provide. They provide a useful source of information about how individuals see our services and how we are serving them. To ensure we can learn from complaints the following data will be collected:

  • Name and address
  • Name of person dealing with the complaint
  • Date of complaint and response
  • Nature of complaint
  • Action(s) taken/recommendations made in response to the complaint Lessons learnt