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How do I make a complaint?
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.
You will find in the Related Documents section 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 Complaints form and send it, together with all previous correspondence you have had with the firm and any other supporting evidence, to:
The Professional Conduct Department
ACCA
29 Lincoln's Inn Fields
London WC2A 3EE
tel: 020 7059 5993
fax: 020 7059 5998
professionalconduct@accaglobal.com
All complaints must be made in writing. Supporting evidence may be in the form of letters, or other documents or information compiled by yourself such as a chronological summary of events, notes of meetings and/or telephone calls etc.
Alternatively, more information can be found at the howtocomplain.com website.