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Complaints and Forms

Internal Client complaints procedure

At Council Tax Advisors our Company mission is to provide excellent support and guidance to our Clients at all times. However we recognise that on rare occasions we may fail to meet our Client expectations leading to a formal complaint.

With this in mind this procedure has been developed to minimise any further inconvenience to the Client, to resolve the Complaint and to provide the basis for Staff training to prevent a recurrence of the events which led to the Complaint.
Our Company policy requires us to provide our Clients with details of a complaints procedure they can use if they are dissatisfied with our service and for us to accurately record the details of the Complaint.

Client Complaints procedure

We aim to provide all our Clients with a high level of service. However, if for any reason you are not satisfied with the service that you have received from us, please contact Council Tax Advisors and we will investigate and respond to your complaint. If you are not happy with the response you receive and wish to make an escalated complaint, please follow our complaints procedure as detailed below. We give our commitment that your concerns will be fully investigated.

How do I make a formal complaint?

Please send your complaint to:
Operations Director
Council Tax Advisors
Unit 9, Highnam Business Centre,
Highnam, GLOS GL2 8DN
Fax: 01225 667930
Email: complaints@counciltaxadvisors.co.uk

Or telephone us on 01225 667667

What happens next?

1: When the Operations Director has received your complaint, Council Tax Advisors will acknowledge it within five working days.
2: We will then fully investigate your complaint and aim to respond within 20 working days.
3: If the situation requires a longer investigation, we will contact you within 20 working days to inform you of this and let you know when you can expect our response.
4: Your complaint will also be kept on our ‘Record of Complaints’ to enable us to monitor the number and types of complaints we receive.

What happens if I am still not satisfied with the response I receive?

If you are not satisfied with the response that you have received from the Council Tax Advisors Operations Director then you have a period of 20 working days, from the date of our response, to make an escalated complaint to the Head of Client Services. If we do not receive an escalated complaint within 20 working days, we will consider the case to have been resolved.

If you wish to make an escalated complaint, please ensure that you include details of your previous complaint, and reasons for your dissatisfaction. You should receive a final response within 10 working days.

All escalated complaints should be made in writing and include the following information:

* Your name and contact details and other information if appropriate
* The details of the initial complaint
* A clear description of your concern or complaint
* What steps you would like us to take to resolve the issue
* Please write “Complaint” clearly on the top of your letter or in the subject line of your email.

Please send your complaint to:
Head of Client Services
Council Tax Advisors
Unit 9, Highnam Business Centre,
Highnam, GLOS GL2 8DN
Fax: 01225 667930
Email: complaints@counciltaxadvisors.co.uk
Or telephone us on 01225 667667

What happens next?

1: When the Head of Client Services has received your complaint, it will be acknowledged within three working days.
2: We will then fully investigate your complaint and aim to respond within 10 working days.
3:If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response.
4:Your complaint will also be kept on our ‘Record of Complaints’ to enable us to monitor the number and types of complaints we receive.

If we take more than 20 working days after receiving your escalated complaint to respond to you, or you don’t think our response has satisfactorily resolved your complaint, you can contact:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9GE

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