ACCA - The global body for professional accountants

How do I tell you if I am unhappy?

At ACCA we are committed to providing excellent customer service at every possible opportunity.

As with all organisations, there may be rare occasions when our service falls below an acceptable standard. If this happens, please send us full details of your complaint:

By email: complaints@accaglobal.com

Please provide your full name and ACCA registration number in your email.

If your enquiry relates to something other than a complaint, it will be re-routed to the appropriate department, which may lead to a delay in any response being provided.

How long will it take to resolve my complaint?

ACCA aims to resolve all complaints within five working days. If your complaint is more complex it may take longer to resolve. On these occasions, we will keep in contact with you regularly throughout the investigation process, and in all instances we will contact you as soon as your complaint has been resolved.

Whilst we hope that we will be able to resolve your complaint to your satisfaction, if you are not happy with the response you receive you can request to have your concerns forwarded for review as part of our Complaints Dispute Process. A senior manager will review your complaint and you will receive a response within 10 working days.

ACCA’s regulators are listed below and they welcome feedback from customers who reside inside and outside of the UK. Of the three regulators listed below, Ofqual is the largest.

Please note that the regulators will only be able to assist after the ACCA complaints process has been followed.

England and Northern Ireland
Ofqual
Email: info@ofqual.gov.uk

Scotland
SQA
Email: accreditation@sqa.org.uk

Wales
Welsh Government
Email: info.quals@wales.gsi.gov.uk

Can I have guarantees this won’t happen again?

Your feedback helps us to identify opportunities to improve the service we provide. Steps will be put in place to ensure that you or any of our customers do not encounter a similar situation.

Last updated: 14 May 2014