Complaints procedure

How to complain

Email complaints@localcouncilaudit.com, call 020 3137 2660 or write to Complaints, Local Council Audit, 5th Floor, 167–169 Great Portland Street, London W1W 5PF. Tell us what went wrong, when, and what you would like us to do to put it right.

What happens next

1. We acknowledge your complaint within 5 working days and tell you who is handling it.
2. Daniel Lewis investigates it. Daniel is an ACCA-qualified accountant who is not involved in our audit work, and he reviews the matter afresh, fairly and thoroughly. If he has a conflict of interest in a particular complaint, we ask another qualified accountant who is unconnected with the work to investigate instead.
3. We send you a full written response within 8 weeks, explaining what we found and what we will do to put things right. If we need longer, we will tell you why and when to expect it.

Making a complaint costs nothing and will not affect how we carry out your council’s audit.

If you are not satisfied

You can refer your complaint to our professional body, the Institute of Chartered Accountants in England and Wales (ICAEW). See icaew.com/complaints. ICAEW investigates concerns about professional conduct; it cannot resolve disputes about fees or contracts.

Learning from complaints

We record every complaint and review them regularly to improve our service. Our engagement letter sets out this procedure for every council we work with.

Local Council Audit is a trading name of Acme Advisory Ltd, Chartered Accountants, regulated by ICAEW. Registered in England and Wales, company number 08227886. Registered office: 5th Floor, 167–169 Great Portland Street, London W1W 5PF.