Complaints Policy

Merali’s Chartered Accountants and Registered Auditors
Updated: [10/12/2024]

1. Introduction

Merali’s is committed to upholding the highest professional and ethical standards in accordance with the International Standard on Quality Management 1 (ISQM 1) and the regulations of the Institute of Chartered Accountants in England and Wales (ICAEW).
 

This policy outlines the procedure for handling complaints in a transparent, fair, and professional manner.

2. Scope

This policy applies to:

  • Clients and stakeholders who wish to raise concerns about the firm’s services.
  • Employees and partners reporting ethical breaches, professional misconduct, or quality concerns.

3. Definition of a Complaint

A complaint is defined as any written or verbal expression of dissatisfaction regarding:

  • The quality of work performed by the firm.
  • Ethical misconduct or breaches of professional standards.
  • Non-compliance with laws, regulations, or ICAEW standards.
  • The behaviour or conduct of employees or partners.

4. How to Make a Complaint

 Complaints can be submitted through the following channels:
  • Email: meralis@meralis.co.uk
  • Post: The Complaints Officer, Merali’s chartered Accountants, Scottish Provident House, 76-80 College road, Harrow, HA1 1BQ
  • Phone: +44-20-8861 3040
All complaints must include:
  • The complainant’s full name and contact details.
  • A detailed description of the issue.
  • Any supporting evidence.

5. Complaint Handling Procedure

1. Acknowledgment: The firm will acknowledge receipt of the complaint within 5 business days.

2. Investigation: The Complaints Officer, MPK Merali, or an independent reviewer will assess the complaint within 20 business days.

3. Resolution: The firm will respond with findings and proposed resolutions within 30 business days.

4. Escalation: If the complainant is unsatisfied, they may escalate the complaint to: The ICAEW Professional Standards Department (www.icaew.com).

6. Confidentiality and Non-Retaliation

All complaints will be treated with strict confidentiality. Employees or clients raising concerns will not face retaliation for filing a complaint in good faith.

7. Continuous Improvement

The firm will regularly review complaint trends to enhance service quality and compliance with ISQM 1.

For any concerns regarding this policy, please contact MPK Merali at [meralis@meralis.co.uk].

Scroll to Top