Complaints Policy

We try very hard to provide a good service. Unfortunately, however, things can go wrong. If you feel that you have cause for complaint, we are committed to trying to resolve the problem quickly and fairly. We have a procedure in place so you know how we will respond to your complaint.

How to complain

If you feel that you would like to complain about the service you have received, you can contact us in the following ways:

• telphone 01709 331300 and ask to speak to the manager
• email: complaints@moorheadSavage.co.uk
• write to:
  Moorhead Savage Limited
  Moorgate Crofts Business Centre
  South Grove
  Rotherham
  S60 2DH

Timescale

We always aim to deal with any complaint as soon as possible. Where we can, we aim to resolve your complaint by the end of the next working day after we receive your complaint.

If you have made a detailed complaint and it is not possible for us to resolve it by the end of the next working day after we receive your complaint, then we will write to you to acknowledge the receipt of your complaint.

We will investigate the matters which you have raised and provide you with updates as we look into your complaint. We will try to provide our final response within eight weeks. If this is not possible, we will give you a written explanation of the reason for the delay and, where appropriate, we will inform you that you are able to refer your complaint to the Financial Ombudsman Service or to our regulating body.

Financial Ombudsman Service

If you are not satisfied with our final response, you may be able to complain to the Financial Ombudsman Service. The Ombudsman offers a free, impartial service and will look at both sides of the complaint before making a decision. The Financial Ombudsman will only look at a complaint after we have provided our response and if you decide to ask for their help, you must do so within six months from the date that you received our final response.

You can write to the Financial Ombudsman Service at:

The Financial Ombudsman Service

South Marsh Quay

183 Marsh Wall

London

E14 9SR

telephone them on 0845 080 1800

email them at complaint.info@financial-ombudsman.org.uk

or visit their website www.financial-ombudsman.org.uk

The Association of Chartered Certified Accountants

Paul Moorhead is licensed by the Association of Chartered Certified Accountants. If, after receiving our final response, you are still dissatisfied, you can contact the Association of Chartered Certified Accountants, who will also investigate your complaint.

You can write to the Association of Chartered Certified Accountants at:

ACCA,

2 Central Quay,

89 Hydepark Street,

Glasgow,

G3 8BW

telephone them on 0141 582 2000

or visit their website www.accaglobal.com