Complaints Procedure

Our Service Commitment

Delivering the best service to our clients

icount aims to offer all our clients an efficient and effective service. Should any problems arise, or indeed should you have any suggestions on how we can improve our services to you, please do not hesitate to discuss these with your Account Manager or Account Director.

We undertake to look into any complaint carefully and promptly and to do all we can to explain the position to you and we undertake to do everything reasonable to address your concerns.

To make a complaint

Please write to:  The Compliance Officer, iFD, One, High Street, Egham,  TW20 9HJ.

When you raise an issue, you can expect

1.  The complaint to be reviewed by an Account Director other than the person responsible for your affairs;

2.  For the member of the team investigating the issue to contact you to establish the facts

3.  Prompt rectification of any error.

If you are still not satisfied

If you are still not happy with our handling of your complaint, you may refer it to the Institute of Chartered Accountants in England and Wales (ICAEW), Metropolitan House, 321 Avebury Boulevard, Milton Keynes  MK9 2FZ.