We always aim to provide a high quality service.  If, at any point, you become unhappy with the service that we provide you, then please inform us immediately, so that we can do our best to resolve the problem for you, by contacting Mr. Bernard Eke by email at bernard@eketas.com.

​​

We will record and carefully consider any complaint received as soon as we receive it and we will do all that we can to resolve it in a fair and constructive manner.  We will acknowledge your email within five business days of its receipt.

​

If we believe that it would be helpful, towards the resolution of your complaint, we may suggest a meeting with you within three weeks of the matter being raised.  The meeting will be held in confidence, and you may have someone accompany you to the meeting.

​​

We will endeavour to deal with the matters raised in your complaint within eight weeks, upon which we will provide you with a written response detailing the outcome of our investigation and proposed actions.

​​​

Upon receipt of our written response, we would ask that you contact us within two weeks to either inform us that you are satisfied with the outcome and proposed actions and that we can, therefore, close the complaint, or that you are dissatisfied.

​​​

Where your complaint relates to a service provided by Eke Taxation and Accountancy Services Limited, if after receiving our final written response to your complaint you feel that we have not resolved your complaint to your satisfaction or we have failed to provide you with a final written response to your complaint within eight weeks of you submitting your complaint, you can have your complaint looked at by the Association of Chartered Certified Accountants ('ACCA').  You should contact them promptly and within six months of the exhaustion of our internal complaints procedure.  The ACCA's contact details are:

​​

• Website: www.accaglobal.com​

• Telephone: +44 (0) 207 059 5000

• Email: complaintassessment@accaglobal.com

• Address: The Association of Chartered Certified Accountants, 1/11 John Adam Street, London, WC2N 6AU, United Kingdom

​​​

Where your complaint relates to a service provided by Eke Probate Services Limited, if after receiving our final written response to your complaint you feel that we have not resolved your complaint to your satisfaction or we have failed to provide you with a final written response to your complaint within eight weeks of you submitting your complaint, you can have your complaint independently looked at by the Legal Ombudsman. 

​​

The Legal Ombudsman is an independent body that helps resolve disputes between consumers and legal services providers.  You can find out about the Legal Ombudsman’s work, its complaints data and points to consider when choosing a legal service provider here.

​​

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman: 

​​

• within six months of receiving our final written response to your complaint or, if we have not provided a final written response to you within eight weeks, within six months starting at the expiry of the eight-week period; and

• no later than:

  • one year from the date of the act or omission that gave rise to the complaint, or

  • one year from when you should reasonably have known that there was a cause for complaint.

​

The Legal Ombudsman's contact details are: 

​​

• Website: www.legalombudsman.org.uk 

• Telephone: +44 (0) 300 555 0333 between 09:00 and 17:00 

• Email: enquiries@legalombudsman.org.uk 

• Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ, United Kingdom

​​​
Alternative Dispute Resolution bodies, such as the ACCA, exist which are competent to deal with complaints about legal services should you and our firm wish to use such an ADR body.  We agree to use the ACCA in relation to Alternative Dispute Resolution procedures.  Complaints must be made to the ACCA within 12 months of the act or omission that gave rise to the complaint or within 12 months of the complainant having knowledge of the act or omission that gave rise to the complaint, whichever is the greater.  ​The contact details for the ACCA are provided below:

​​

• Website: www.accaglobal.com

• Telephone: +44 (0) 20 7059 5000

• Email: complaintassessment@accaglobal.com

• Address: The Association of Chartered Certified Accountants, 1/11 John Adam Street, London, WC2N 6AU, United Kingdom​

​

If your complaint relates to professional misconduct, rather than our service, and you are not satisfied with our response, you should contact our regulator, the Institute of Chartered Accountants in England and Wales ('ICAEW').  Further information about how to make a complaint is available on their website: How to make a complaint | ICAEW.