Client Feedback & Complaints Policy

Triple Bottom Line Accounting
Effective Date: 12.10.2026
Review Date: 12.10.2027

1. Our Commitment

At Triple Bottom Line Accounting, we are committed to providing excellent service to all our clients. We value your feedback and take all concerns seriously. This policy sets out how you can provide feedback or raise a complaint, and how we will respond.

We recognise our clients as key stakeholders in our business, and your feedback helps us continuously improve our services.

2. What is a Complaint?

A complaint is any expression of dissatisfaction with our service, whether about:

• The quality or timeliness of our work
• The behaviour or conduct of our staff
• Our fees or billing
• Our communication or responsiveness
• Any aspect of how we conduct our business
• How we have collected, used, stored, shared or protected your personal data (see section 6)

3. How to Provide Feedback or Make a Complaint

Informal Feedback

We encourage open dialogue. If you have minor concerns or suggestions, please speak directly with your usual contact at the firm. We welcome constructive feedback at any time.

Formal Complaints

If you wish to make a formal complaint, you can contact us by:

• Email: hello@triplebottomlineaccounting.com
• Post: Client Feedback, Triple Bottom Line Accounting, The Enterprise Centre, University Drive, Norwich NR4 7TJ

Please provide:

• Your name and contact details
• Details of your complaint
• What outcome you would like
• Any relevant dates, correspondence, or documentation

4. Our Complaints Process

Step 1: Acknowledgement (Within 7 Working Days)

We will acknowledge receipt of your complaint within three working days and confirm:

• Who will be handling your complaint
• When you can expect a full response (normally within 15 working days)

Step 2: Investigation (Within 15 Working Days)

We will:

• Review all relevant information and documentation
• Speak with any staff members involved
• Consider your concerns carefully and fairly
• Prepare a written response suggesting a resolution or requiring further information

Step 3: Resolution within 30 days

We will provide a written response that:

• Addresses each point you have raised
• Explains our findings
• Offers a resolution or remedy where appropriate
• Explains any further steps available if you remain dissatisfied

Step 4: Follow-Up

We will contact you after resolution to ensure you are satisfied with the outcome and to learn from the experience.

5. If You Remain Dissatisfied

If you are not satisfied with our response, you may:

1. Request a Review: Ask for your complaint to be reviewed by a senior partner not previously involved
2. Professional Body: Refer the matter to our professional body:
   • Association of International Accountants (AIA)
   • Contact: https://www.aiaworldwide.com/complaints-and-disciplinary/make-a-complaint/
3. Information Commissioner’s Office: for complaints about your personal data, you can contact the ICO at any time (see section 6).

6. Complaints About How We Use Your Personal Data

If your complaint is about how we have collected, used, stored, shared or protected your personal data, or how we responded to a request about your data (such as a subject access request), it will be handled by our Data Protection Officer:

• Name: Peter Ellington, Data Protection Officer
• Email: peter@triplebottomlineaccounting.com
• Telephone: 01603 619 570

You can raise it in whatever way suits you, including by email, phone, post or in person, and you do not need to use legal terms.

We will acknowledge your complaint within 30 days at the latest, look into it without undue delay, keep you updated, and tell you the outcome. If your complaint also covers other parts of our service, we will not hold back the data protection outcome while we deal with the rest.

You also have the right to complain to the Information Commissioner’s Office (ICO) at any time. You do not have to wait until we have finished looking into your complaint: https://ico.org.uk/make-a-complaint/data-protection-complaints/check-if-you-can-complain/

More detail is in our Privacy Notice (section 12).

7. Learning from Complaints

We treat all complaints as opportunities to improve. We:

• Record all complaints and feedback in a confidential register
• Review complaints quarterly to identify themes or trends
• Discuss learnings at partner/management meetings
• Implement changes to prevent similar issues recurring
• Report on complaints and improvements in our annual stakeholder communications

8. Confidentiality

All complaints are treated confidentially. Information will only be shared with those who need to know in order to investigate and resolve your complaint, or as required by our professional or legal obligations under AIA Code of Ethics.

9. No Detriment

Making a complaint will not affect our service to you or our professional relationship. We are committed to treating all complaints fairly and objectively.

10. Timescales Summary

11. Contact Information

Complaints Handler (including data protection complaints): Dr Peter Ellington CEO and DPO
Email: hello@triplebottomlineaccounting.com
Address: The Enterprise Centre, University Drive, Norwich NR4 7TJ

12. Policy Review

This policy is reviewed annually to ensure it remains effective and meets our obligations as a B Corp certified business and our AIA professional body requirements.

Policy Owner: Fran Ellington

v.2 Last reviewed 12.10.2026
Next Review: 12.10.2026

This policy demonstrates our commitment to stakeholder governance and continuous improvement as part of our B Corp certification journey, in accordance with AIA professional standards.