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Chhokar & Co Complaints Procedure
(EFFECTIVE FROM 01.01.2025)
Chhokar & Co are committed to providing a high-quality Accounting service to our clients. When something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings, and to improve our standards.
Please be assured that your complaint will be dealt with promptly, fairly and free of charge.
Initial concerns
In most cases, an informal chat with the manager responsible for your matter will resolve your concerns.
If it does not, you can formalise your complaint or speak to someone other than the person responsible for your matter. Our Complaints Officer Maaz Ahmed can record everything you are unhappy about and recommend the best solution for you. You can contact Maaz Ahmed at contact@chhokar.global
What we need to know
To deal with your complaint correctly, it would be helpful when contacting us if you could provide the following information:
- Your name, contact details and preferred contact method
- File reference number
- Details of your concerns
- How you would like us to put things right.
What will happen next?
- If you telephone us, we will endeavour to resolve the issue in that call.
- If you email or write to us, or if your complaint cannot be resolved in a phone call, we will acknowledge receipt of your complaint in writing within two days of receiving it.
- Our Complaints Officer will conduct an initial investigation into the issues raised. This will normally involve reviewing your file and speaking to the staff member who acted for you. We will send you a detailed reply which sets out our findings and any action plans or proposed resolutions within 5 weeks of sending you the acknowledgement letter.
- If this initial investigation does not resolve your concerns, you can escalate your complaint to a senior member of the firm, who has not had any dealings with your matter thus far, to review the initial decision. We will need a few details from you to highlight the areas that need further review. We will then write to you within 2 weeks of receiving your request for a second review, confirming our final position on your complaint and explaining our reasoning.
- If we have to change any of these timescales, we will let you know, explain why and seek your agreement before proceeding.
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