Jonathan Penn and Company

Chartered Accountants and Chartered Tax Advisers

Complaints Procedure

Introduction

We are committed to providing a high-quality  service to all our customers. When something goes wrong, we need you to tell us about it as this will help us to correct what has gone wrong and to improve our standards.

If you have a complaint about a service you have received from Jonathan Penn and Company, please contact us by e-mail at jonathan@jonathanpennand.co.uk or by writing to Jonathan Penn and Company, Peak House, Gipping Road, Stowupland, Suffolk, IP14 4AXJ.

What will happen next?

Complaints Procedure

1. We will send you a letter acknowledging receipt of your complaint within 5 business days of receiving it, enclosing a copy of the complaints procedure.
2. We will then investigate your complaint in a fair, prompt, constructive and honest manner. This will normally involve asking a Director to examine your complaint who will review the service we provided and speak to the member(s) of staff who assisted you. The Director may want to discuss the issues directly with you and hopefully resolve your complaint. If your complaint is found to be justified, we will take measures to resolve your concerns and to amend our working practices to prevent future reoccurrences.
3. If we have not been able to resolve your concerns, the Director will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
4. If you remain dissatisfied with this response, please let us know why and, at this point, Jonathan Penn, in his position as Director will consider the matter.
5. Jonathan Penn will write to you within 15 working days of receiving your request for a review, confirming our final position on your complaint and explaining the reasons for our findings. In all cases, the firm will notify you of its final response within 8 weeks of receiving the complaint.
6. If you are unhappy with the decision of Jonathan Penn, you have the right to refer the unresolved difference between us for consideration by our regulatory professional body, the Institute of Chartered Accountants in England and Wales, details of which can be found at icaew.com . We will also write to you at this time reminding you of this right.

Jonathan Penn and Company is the trading name of Jonathan Penn Limited,a company registered in England and Wales with registration number 06777459 and whose registered office is as above, where a list of directors’ names is available for inspection.  Registered with the Chartered Institute of Taxation as a firm of Chartered Tax Advisers.VAT registration number GB947662873.