Complaints

Last updated 3 November 2026

We want to hear about it

If something has gone wrong, we would rather know than lose you over it. Most problems are resolved by the person handling your file within a day of being told. This procedure exists for the cases where that is not enough, and so that you know what to expect at each stage.

Stage 1: tell the person handling your work

Message your named contact by WhatsApp or email and say what the problem is. Most issues, a missed message, a figure you disagree with, a delay, are resolved at this stage. If you would rather not raise it with that person, go straight to stage 2.

Stage 2: formal complaint

Email info@igiaccounting.co.uk with the word "Complaint" in the subject line, or write to IGI Security Services Ltd, 60 Tottenham Court Road, Suite 4944a, London W1T 2EW. Please include your name, the service concerned, what went wrong, when, and what you would like us to do about it. If you have relevant messages or documents, attach them.

We will:

• acknowledge the complaint in writing within 3 working days of receiving it, naming the person who will investigate, who will not be the person your complaint is about where that is possible;
• investigate, which may involve asking you for more information;
• send you a full written response within 15 working days of the acknowledgement, setting out what we found, whether we uphold the complaint in whole or in part, and what we will do, which may include an apology, correcting the work, meeting a penalty we caused, a reduction or refund of fees, or an explanation of why we do not agree.

If we cannot respond fully within 15 working days, for example because we are waiting for HMRC, we will tell you why and give you a date.

Stage 3: review

If you are not satisfied with the response, reply within 20 working days saying so and why. A director of IGI Security Services Ltd who has not previously been involved will review the complaint and our response and write to you within a further 10 working days with a final decision.

If you remain unhappy

IGI Accounting is not a member of a professional accountancy body with its own complaints scheme, so there is no ombudsman specific to accountancy that we are required to refer you to. Your options after our final decision are:

• Alternative dispute resolution. For consumer clients we are willing to use a certified ADR provider if you ask; we will name one in our final decision letter.
• The courts. You may bring a claim in the courts of England and Wales. Claims under £10,000 are usually dealt with through the small claims track.
• Data protection complaints can be made to the Information Commissioner's Office at ico.org.uk at any time.
• Concerns about our anti-money-laundering compliance can be raised with HM Revenue & Customs, which supervises accountancy service providers that are not supervised by a professional body.

What a complaint will not affect

Raising a complaint does not affect any deadline we are working to on your behalf, and we continue to act for you throughout unless you tell us otherwise. It will not affect the fee for work already agreed, except where our response reduces it.

Record keeping

We keep a record of every formal complaint, its investigation and outcome for six years, and review complaints annually to identify anything we should change.