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.
In light of the challenges created by the Coronavirus, our working arrangements have had to be altered. As a result, and until further notice, we can only accept complaints and communications by email.
Whilst we will continue to progress complaints as swiftly as possible, there may be a delay in our normal complaint handling and resolution times.
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 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.
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
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 by email to: firstname.lastname@example.org
Please note that ACCA will communicate with parties to the complaint, and external third parties, using encrypted emails or password protected files via a secure case management system. If you have special requirements which mean you are unable to communicate by email, please let us know by telephoning +44 (0)20 7059 5049
For more information about making a complaint about an ACCA member, please visit the following FAQs sections: