We take all complaints seriously and aim to resolve them fairly and promptly. This page sets out how to make a complaint and what you can expect from us in response.
NVH Accountants & Consultants Ltd is committed to providing a high standard of professional service to all clients. We work hard to be proactive, responsive, and accurate — but we recognise that, on occasion, we may fall short of the standard you rightly expect.
If we fall short of that standard, we want to know — and we will take your complaint seriously. Every complaint is reviewed by a senior member of the NVH team. We view complaints as an important part of improving our service, and we will handle yours with discretion, fairness, and promptness.
Please contact us in writing, setting out the nature of your complaint clearly. You may do this by email or by post:
By post
ComplaintsTo help us investigate your complaint effectively, please include the following information in your communication:
Once we receive your complaint, the following timeline applies:
Within 5 working days
We will acknowledge your complaint in writing — confirming that it has been received, providing the name of the person handling it, and outlining the next steps in our investigation process.
Within 14 working days
We will provide either an initial response to your complaint, or a substantive update on the progress of our investigation — including any steps we have taken and when you can expect a full response.
Within 28 working days
We aim to provide a full written response to your complaint, including our conclusions, any proposed resolution, and a clear explanation of our reasoning. In the event that your complaint requires further investigation beyond this timeframe, we will notify you in writing and provide a revised timeline.
Please note: If we need more time to investigate your complaint fully — for example where it involves complex factual or technical matters — we will contact you promptly to explain why and give you a revised expected resolution date. We will not leave you without an update.
If you are not satisfied with our final response to your complaint, you have a number of options available to you:
You may wish to consult a solicitor or other legal adviser regarding the matters raised in your complaint. NVH does not restrict your ability to take legal advice at any stage of the complaints process.
Citizens Advice provides free, independent guidance on your options if you have a dispute with a business. You can access their services at citizensadvice.org.uk.
If your complaint cannot be resolved through our internal procedure, alternative dispute resolution may be available. We will provide details of relevant ADR schemes upon request at the conclusion of our internal complaints process. NVH Accountants & Consultants Ltd is not currently required to be a member of a statutory alternative dispute resolution scheme. However, we are committed to reaching a fair resolution and will consider ADR where appropriate.
If your complaint relates specifically to how NVH Accountants & Consultants Ltd handles your personal data — including data access requests, data accuracy, or data retention — you have the right to raise this directly with the UK data protection authority.
The ICO is the UK's independent authority for data protection. You can raise a concern or complaint with the ICO at any time — you do not need to have gone through our internal complaints process first, although we would encourage you to contact us in the first instance.
NVH Accountants & Consultants Ltd is registered with the Information Commissioner's Office (ICO Reg: [INSERT ICO NUMBER]) and processes personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Our full Privacy Policy is available at nvhaccountants.co.uk/privacy-policy.
Email us at info@nvhaccountants.co.uk with the subject line Complaint — [your full name].
Email Us NowWe acknowledge all complaints within 5 working days and aim to resolve within 28 working days.