Legal
Complaints procedure
Last updated 1 October 2026
We are committed to providing a high quality service to all our clients. When something goes wrong, we need you to tell us about it, so we can put things right and improve our service for others in future.
1. How to make a complaint
Email support@completehq.co.uk, write to us at Ground Floor, 2 Bridge Court, Kingsmill Road, Saltash, Cornwall, PL12 6LS, or call 01752 916033. If you call, we may ask you to provide further details in writing.
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously, treat them in confidence, and use what we learn to improve our service.
2. How we handle it
A Director will initially review your complaint. We will acknowledge it within 5 working days and give you the name and contact details of the person investigating it. We will keep you informed about progress.
We aim to complete all complaints within 28 working days unless we agree a different timescale with you.
3. Time limits
Please register your complaint as soon as you can after the event occurred. If you complain more than twelve months later, we may not be able to investigate properly, though we will consider whether you had good reason for the delay and whether a fair investigation is still possible.
4. If you are dissatisfied with the outcome
As set out in our engagement letter, you can make a formal complaint to our professional body, the Association of Accounting Technicians (AAT): aat.org.uk.