The global body for professional accountants

Members (including firms, affiliates and students) regulated by ACCA are required to observe proper standards of professional conduct and in those instances where they do not ACCA will investigate and, where appropriate, take disciplinary action.

Introduction

Not all complaints will be the result of the member’s failure to meet proper standards and may simply be the result of an error in judgement or a misunderstanding between the parties. Therefore, ACCA requires its members to operate an internal complaint process.

In all appropriate complaints your first step must be to lodge a formal complaint with the member. You can download a template complaint letter from the 'Related documents' section of this page.

In those instances where local resolution has failed but ACCA considers that the parties could benefit from its intervention and a more conciliatory approach, we may refer the matter to our Conciliation Service.

Before you make a complaint

Before making your complaint you should read our full policy on complaints that ACCA will investigate and those which we will not be able to take forward. This can be downloaded from the 'Related documents' section of this page. 

Complaints about an insolvency practitioner

If your complaint is about an insolvency practitioner it must be made via the Insolvency Complaints Gateway.

You can contact the Insolvency Complaints Gateway through the following channels:

If a complaint is made directly to ACCA, it will be passed to the Gateway. For further information, please visit the The Insolvency Service website

Submitting a complaint to ACCA

In order to make your complaint to ACCA you should complete the ACCA complaint form, which can be downloaded from the 'Related documents' section. 

Please complete the complaint form and send it with all supporting documentary evidence to:

Assessment Department
ACCA
The Adelphi
1-11 John Adam Street
London
WC2N 6AU

Tel: +44 (0)20 7059 5000
Fax: +44 (0)20 7059 5998
Email: complaintassessment@accaglobal.com

Last updated: 1 Aug 2016

Related documents

  • Guide to the ACCA Complaints and Disciplinary Procedures 2016

    PDF 246KB
  • Template letter - lodging a complaint with the Member or firm

    WORD 27KB Douglas Sally,
  • Information on the types of complaint that ACCA will investigate

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  • ACCA complaints form

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  • Consent orders guidance

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  • Consent orders guidance FAQs

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  • Guidance for disciplinary sanctions

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