Before considering whether to lodge a complaint with ACCA, please read the policy document (in the related documents section of this page), which sets out the types of complaint which we will investigate and those which we will not be able to take forward.
If your complaint is about an Insolvency Practitioner it must be made via the Insolvency Complaints Gateway. If a complaint is made directly to ACCA, it will be passed to the Gateway. Complaints are filtered by the Insolvency Service and, if appropriate, will be passed on to the Insolvency Practitioner's authorising body for further consideration. The authorising body will then consider the complaint under its normal procedures. Further information is contained on The Insolvency Service website, a link to which is included on the left.
In appropriate cases, your first step must be to lodge a formal complaint with the firm in question. ACCA firms are required to have in place internal complaints-handling procedures in accordance with section 3.18 of ACCA’s Code of Ethics and Conduct. Your complaint should be investigated by a person of seniority who, where possible, has not been directly involved in the matter.
Under 'related documents' you'll find a sample letter which you can use to invoke the firm’s procedures. Please note that ACCA may not be able to consider your complaint if you have not first exhausted those procedures.
What if the firm does not resolve the complaint to my satisfaction?
If the firm’s investigation of your complaint does not result in a satisfactory resolution of the matter, please print out and complete the Complaint form and send it, together with all previous correspondence you have had with the firm and any other supporting evidence, to:
1-11 John Adam Street
tel: +44 (0)20 7059 5000
fax: +44 (0)20 7059 5998
Who will deal with my complaint?
This is explained in our 'Guide to ACCA Complaints and Disciplinary Procedures 2015'.