BEN HOWELLS ACCOUNTANT
BEN HOWELLS ACCOUNTANT
BEN HOWELLS ACCOUNTANT
COMPLAINTS POLICY
INCLUDING DATA COMPLAINTS POLICY
Effective date: 13 March 2026
This Complaints Policy explains how Ben Howells Accountant handles complaints relating to its products, services, customer experience, and the handling of personal data.
This policy is intended to provide a clear, fair, and transparent process for clients and other individuals who wish to raise a concern. It applies to complaints about:
• accountancy and bookkeeping services
• payroll, VAT, tax, self assessment, and company related services
• customer service and communication
• delays, misunderstandings, billing concerns, or service quality issues
• the handling of personal data and privacy related concerns
BUSINESS DETAILS
Trading name: Ben Howells Accountant
Business status: Sole trader
Address: Penllergaer, Swansea, SA4 9ZT, United Kingdom
Email: ben@bhaccountant.com
Website: www.bhaccountant.com
1. OUR APPROACH TO COMPLAINTS
Ben Howells Accountant is committed to providing services with reasonable care and skill and to treating clients fairly and respectfully. Where something goes wrong, we want to know about it so that we can investigate promptly, put matters right where appropriate, and improve our services.
We will:
• take complaints seriously
• handle complaints fairly and in a timely manner
• aim to communicate clearly throughout the process
• keep complaint related information secure and confidential where appropriate
• seek a practical and reasonable resolution
2. WHAT THIS POLICY COVERS
This policy covers complaints relating to products and services supplied by Ben Howells Accountant, including concerns about:
• bookkeeping services
• VAT returns
• self assessment services
• payroll and PAYE services
• company formation support
• making tax digital related services
• billing or service scope concerns
• delays, communication issues, or misunderstandings
• the handling of personal data
This policy does not remove or reduce any statutory rights you may have under applicable UK consumer law or professional obligations that may apply to the services provided.
3. HOW TO MAKE A PRODUCT OR SERVICE COMPLAINT
If you are unhappy with a product or service, please contact us with as much detail as possible.
Please send your complaint to:
Email: ben@bhaccountant.com
Or write to:
Ben Howells Accountant
Penllergaer
Swansea
SA4 9ZT
United Kingdom
Please include, where possible:
• your full name and contact details
• details of the service or product concerned
• a clear description of the issue
• any relevant dates, emails, invoices, screenshots, documents, or other supporting information
• the outcome you are seeking
4. HOW WE HANDLE PRODUCT OR SERVICE COMPLAINTS
We will usually follow the process below:
Step 1: Acknowledgement
We aim to acknowledge complaints within 5 working days of receipt.
Step 2: Investigation
We will review the information provided and may contact you for further details if needed. We will investigate the matter fairly and based on the information available.
Step 3: Response
We aim to provide a substantive response within 14 working days of acknowledgement. If the matter is more complex and requires longer, we will let you know and provide an updated timeframe.
Step 4: Resolution
Where appropriate, we may offer a suitable resolution. Depending on the circumstances, this may include:
• an explanation
• corrective action
• clarification of the agreed scope of work
• further work or rectification where appropriate
• a fee adjustment or refund where appropriate
• confirmation that no further action will be taken, with reasons
5. COMPLAINTS ABOUT SERVICES
Where a complaint relates to services, we will review the agreed scope of work, instructions received, correspondence, records, submissions, deadlines, and any other relevant materials in order to assess the concern fairly.
Where services depend on information, records, approvals, or instructions provided by the client, our response will take into account the responsibilities of both parties and any factors outside our direct control.
6. COMPLAINTS ABOUT DOCUMENTS, FILINGS, AND ADVICE
Where a complaint relates to a filing, return, report, submission, calculation, or related professional service, we may ask you to provide copies of the relevant records, supporting documents, previous correspondence, deadlines, and any notices received from HMRC or other authorities.
Any remedy offered will depend on the nature of the issue, the agreed engagement, the information made available to us, and any legal or regulatory obligations that apply.
7. ESCALATION OF A PRODUCT OR SERVICE COMPLAINT
If you are dissatisfied with our response, you may ask us to review the matter again and provide any further information you would like us to consider.
Please state clearly that you would like your complaint escalated and explain why you remain dissatisfied.
We will carry out a further internal review where appropriate and aim to respond within 14 working days.
8. DATA COMPLAINTS POLICY
This section applies specifically to complaints about how Ben Howells Accountant collects, stores, uses, shares, retains, or otherwise handles personal data.
Examples of data related complaints may include concerns that:
• personal data has been used incorrectly
• personal data is inaccurate
• personal data has been retained for longer than necessary
• personal data has been shared without proper basis
• marketing communications have been sent inappropriately
• access rights or other data protection rights have not been handled properly
• a privacy concern has not been dealt with satisfactorily
9. HOW TO MAKE A DATA COMPLAINT
If you have a complaint about how your personal data has been handled, please contact:
Email: ben@bhaccountant.com
Postal address:
Ben Howells Accountant
Penllergaer
Swansea
SA4 9ZT
United Kingdom
Please include:
• your full name and contact details
• details of the data protection concern
• any relevant dates and correspondence
• details of the outcome you are seeking
10. HOW WE HANDLE DATA COMPLAINTS
We will investigate data complaints in line with our obligations under UK data protection law.
We aim to:
• acknowledge data complaints within 5 working days
• investigate promptly and fairly
• respond substantively within 14 working days where reasonably possible
• advise you if more time is required due to the complexity of the matter
Where a complaint also amounts to a request to exercise a legal data right, such as a request for access, correction, erasure, restriction, objection, or data portability, we may process that request in line with the timescales and requirements set by applicable law.
11. YOUR RIGHT TO ESCALATE A DATA COMPLAINT
We would appreciate the opportunity to address your concerns first. However, if you remain dissatisfied with how your personal data has been handled or with the outcome of your complaint, you may raise the matter with the Information Commissioner's Office.
Information Commissioner's Office
Website: www.ico.org.uk
Helpline: 0303 123 1113
12. RECORDS OF COMPLAINTS
We may keep a record of complaints and related correspondence for legitimate business, legal, regulatory, quality assurance, and professional compliance purposes. We will handle any personal data contained in complaint records in accordance with applicable data protection law and our Privacy Policy.
13. CONFIDENTIALITY
We will handle complaints as confidentially as reasonably possible. However, information may need to be shared internally or with relevant advisers, software providers, insurers, professional advisers, or authorities where necessary in order to investigate and resolve a complaint or comply with legal or regulatory obligations.
14. POLICY REVIEW
We may update this Complaints Policy from time to time to reflect changes to the business, services, legal obligations, or internal processes. The latest version should be read alongside the Privacy Policy published on the website.
15. CONTACT
If you wish to make a complaint or ask a question about this policy, please contact:
Ben Howells Accountant
Penllergaer
Swansea
SA4 9ZT
United Kingdom
Email: ben@bhaccountant.com
Website: www.bhaccountant.com