At Apex Flow Accounts, a flagship brand of Arcana Management UK Limited, we are committed to providing a seamless, expert, and professional service. We aim to get it right every time, but if you are ever unhappy with our service, we want to hear from you. This policy outlines our procedure for handling complaints fairly and efficiently.

Disclaimer: This document is for informational purposes only. We strongly recommend you consult with a legal professional to ensure these terms are fully compliant with all relevant laws and tailored to your specific business operations.

1. Our Commitment

We take all complaints seriously. We view them as an opportunity to improve our service and ensure our high standards are met. We will handle your complaint with courtesy, discretion, and a commitment to a fair resolution.

2. How to Make a Complaint

In the first instance, please raise your complaint directly with us. This allows us to resolve the matter as quickly as possible.

You should submit your complaint in writing via email to our dedicated address: hello@apexflowaccounts.co.uk.

Please include the following information to help us investigate your complaint thoroughly:

• Your full name and contact details.
• A clear description of your complaint, including dates and any relevant team member names.
• The outcome you are hoping to achieve.

3. Our Complaints Process

Once we receive your written complaint, we will follow this process:

• Acknowledgement: We will acknowledge receipt of your complaint within 5 working days.
• Investigation: Your complaint will be assigned to a senior member of our team for a full and impartial investigation.
• Final Response: We will provide you with a full written response detailing our findings and proposed resolution within 20 working days of our acknowledgement. If our investigation requires more time, we will contact you to explain why and provide a new timeline.

4. If You Remain Dissatisfied

If you are not satisfied with our final response, you have the right to escalate your complaint. As our accountants are qualified professionals, you can refer your complaint to their relevant professional body. We will provide you with the necessary contact details for the appropriate body upon request.

5. Contact Us

For any questions about this policy or to make a complaint, please use the contact details below:

Email: hello@apexflowaccounts.co.uk