Depending on the service we provided and where the issue arose, we have different pathways for handling a complaint.
To register a complaint for our financial services, please contact Richard Tubey at rt@sgduk.com or telephone 02476 257481.
For complaints relating to any of our other services or support, please contact Paul Spencer (Head of Practice) at ps@sgduk.com or telephone 02476 257481.
How are complaints handled?
We have an internal complaint procedure that will be detailed below, but there are options for escalating a complaint to an external body, the contact information for which will be listed at the bottom of the page.
External bodies include:
- ICAEW
- Legal Ombudsman Service
- Financial Ombudsman Service
Internal procedure
Complaints are handled reasonably, promptly and with no charge to you.
We are transparent in providing information relating to our complaints procedure.
If you feel that information required to make a complaint is not available, please contact Paul Spencer (Head of Practice) at ps@sgduk.com or telephone 02476 257481
To avoid misunderstandings, we request that complaints are submitted in letter or email form.
If an audio or video complaint is made, it will be documented by the firm into a written attendance note and shared with the complainant.
All complaints will be dealt with fairly and independently.
All complaints should be acknowledged within five business days of receipt and we will endeavour to deal with the complaint subsequently within eight weeks.
Escalation options
If we fail to deal with the complaint in the above-mentioned timescale or if you are dissatisfied with our response, you can escalate the matter to the appropriate external body.
The Financial Ombudsman Service and Legal Ombudsman Service are avenues for escalation, or you may elect to raise a complaint with our professional body, The Institute of Chartered Accountants in England and Wales (ICAEW).