Complaints procedure

Last updated 3 November 2026

My commitment

BKL Consulting Ltd ("I", "me") is committed to a high-quality service. If something has gone wrong, I want to hear about it so that I can put it right. Making a complaint will not affect the way I treat you or your work.

Raising a concern informally

Many concerns can be sorted out quickly. Please talk to me first, by phone, video call or email at info@bklconsulting.co.uk, and I will try to resolve it straight away.

Making a formal complaint

If talking it through doesn't resolve things, or you would rather go straight to a formal complaint, please write to me:

Please tell me what went wrong, when it happened, and what you would like me to do to put it right, with copies of any relevant documents.

What happens next

  1. I will acknowledge your complaint in writing within 5 working days.
  2. Within 10 working days, I will send you a written summary of your complaint, so that you can confirm I have understood it correctly.
  3. I will look into it, reviewing my files and the work done.
  4. I will send you a full written response within 28 days of receiving your complaint. It will set out what I found, whether I uphold the complaint, and what I will do to put things right, such as correcting work, reducing or refunding fees, or changing how I work.
  5. If I need longer, I will tell you why and give you a new date.

As a sole practitioner, I handle complaints myself. If you would prefer someone independent to review my response, I can ask another qualified accountant to review it, with your agreement.

If you are still not satisfied

If you are not satisfied with my final response, or your concern is about my professional conduct, you can complain to the Chartered Institute of Management Accountants (CIMA), which regulates my practice:

You can also take independent legal advice at any time.

Records and learning

I keep a record of every complaint, how it was handled and the outcome, for at least six years. I review complaints to see what I can learn and to improve my service.

Complaints about personal data

Complaints about how I handle your personal information are covered in my privacy policy. You can also contact the Information Commissioner's Office.