Not all complaints will be the result of the member’s failure to meet proper standards and may simply be the result of an error in judgement or a misunderstanding between the parties. Therefore, ACCA requires its members to operate an internal complaint process.
In all appropriate complaints your first step must be to lodge a formal complaint with the member. You can download a template complaint letter from the 'Related documents' section of this page.
In those instances where local resolution has failed but ACCA considers that the parties could benefit from its intervention and a more conciliatory approach, we may refer the matter to our Conciliation Service.
Before you make a complaint
Before making your complaint you should read our full policy on complaints that ACCA will investigate and those which we will not be able to take forward. This can be downloaded from the 'Related documents' section of this page.
Complaints about an insolvency practitioner
If your complaint is about an insolvency practitioner it must be made via the Insolvency Complaints Gateway.
You can contact the Insolvency Complaints Gateway through the following channels:
- Tel: 0300 678 0015
- Post: IP Complaints, 3rd Floor, 1 City Walk, Leeds LS11 9DA
- Email: firstname.lastname@example.org
If a complaint is made directly to ACCA, it will be passed to the Gateway. For further information, please visit the The Insolvency Service website
Submitting a complaint to ACCA
In order to make your complaint to ACCA you should complete the ACCA complaint form, which can be downloaded from the 'Related documents' section.
Please complete the complaint form and send it with all supporting documentary evidence to:
1-11 John Adam Street
Tel: +44 (0)20 7059 5000
Fax: +44 (0)20 7059 5998
For more information about making a complaint about an ACCA member, please visit the following FAQs sections: