If something isn’t right, tell us.

1 · Our commitment

If we’ve got something wrong — a filing, a fee, a piece of advice, the way we’ve handled your data, or the way we’ve dealt with you — we want to know. We’ll acknowledge your complaint quickly, investigate it thoroughly, respond in writing, and where we’re at fault we’ll say so and make it right.

Raising a complaint won’t affect the service you receive on your existing engagement or your ability to work with us in future.

2 · Step 1 — Talk to your account lead

Most concerns can be resolved quickly with your named account lead. This is the fastest route: they know your file, they can look at what happened, and they can usually put it right the same day.

• Raise it in your shared Slack channel, in an email, or on a call.
• Be as specific as you can (dates, filings, invoices, files involved).

If that resolves it, we’re done. If it doesn’t, or you’d rather not raise it with the account lead, move to Step 2.

3 · Step 2 — Formal written complaint

Send a written complaint to the Managing Director:

• Email: complaints@finox.co.uk with the subject line “Formal complaint”.
• Post: The Managing Director, Finox Limited, Office 17847, 182–184 High Street North, East Ham, London E6 2JA.

Please include:

• Your name, business name and the reference of your engagement letter.
• A clear description of what went wrong, including dates and any documents or messages that support it.
• The outcome you’d like — correction of an error, a refund, an apology, a change to how we work with you, etc.

4 · What happens next — the timelines

Our written response will explain what we’ve looked at, what we’ve concluded and, where appropriate, what we’ll do to put things right — correcting the error, refunding fees, changing our procedures, or arranging an orderly handover to another firm.

5 · If you’re still not satisfied — external redress

If you’ve had our final written response and remain unhappy, the following routes may be available depending on the nature of the complaint.

Data-protection complaints

Complaints about how we’ve handled your personal data can also be raised with the Information Commissioner’s Office (ICO):

• Website: ico.org.uk/make-a-complaint
• Phone: 0303 123 1113
• Post: Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

Suspected professional misconduct

If your complaint relates to the professional conduct of a member of our team who is a member of a professional body (e.g. ACCA, ICAEW, CIOT), you can raise the matter directly with that body. We will confirm on request which memberships the named individual holds.

• ACCA — Professional Conduct
• ICAEW — Complaints

Alternative Dispute Resolution (ADR)

Consumers within the meaning of the Alternative Dispute Resolution for Consumer Disputes Regulations 2015 may refer an unresolved complaint to an approved ADR body. We will point you to a certified provider on request.

Small claims & the courts

Nothing in this procedure limits your right to bring a claim in the courts of England and Wales in accordance with our Terms of Engagement.

6 · Anonymity & retaliation

We will not treat anyone who raises a complaint less favourably because they have done so. Complaints are handled in confidence within Finox on a strict need-to-know basis. If you want any part of your complaint kept confidential from a specific team member (e.g. the person whose work you’re complaining about), tell us at the outset.

7 · What we do with the learning

Every substantiated complaint triggers a written “lessons-learned” note that goes to the team, and where appropriate a change to our checklists or procedures. We’d rather fix the process than repeat the mistake.

This procedure applies to Finox Limited (Company No. 17084281) and to services delivered under a Finox engagement letter. It does not apply to services delivered by our sister company oranzai.com — they operate their own complaints procedure and their own engagement terms.