Complaints Policy

1. Purpose

This procedure explains how clients of BK Plus Limited and BK Plus Audit Limited can raise concerns or complaints about our services, and how such matters are handled fairly, transparently, and in line with our professional obligations as a firm regulated by the Association of Chartered Certified Accountants (ACCA).

2. Scope

This procedure applies to all clients, prospective clients, and third parties directly affected by services provided BK Plus Limited and BK Plus Audit Limited including audit, assurance, tax, advisory, and related professional services.

3. Our Commitment

We are committed to:

Handling complaints promptly, fairly, and objectively
Maintaining confidentiality where appropriate
Learning from complaints to improve our services
Complying with ACCA rules, including the ACCA Rulebook and Code of Ethics and Conduct

4. How to Make a Complaint

Complaints should be submitted in writing and include:

Your name and contact details
The name of the engagement partner or team (if known)
A clear description of the complaint
Supporting documentation (if applicable)
The outcome you are seeking

Complaints can be submitted via:

Email: compliance@BKplus.co.uk

Post: BK Plus, Azzurri House, Business Park, Walsall Road, Walsall, WS9 0RB

If you require assistance in making a complaint, please contact us and we will provide reasonable support.

5. Complaint Handling Process

Step 1: Acknowledgement

We will acknowledge receipt of your complaint within 5 business days.

Step 2: Initial Review

A senior staff member independent of the engagement (where possible) will assess the complaint and determine:

Whether additional information is required
The appropriate level of investigation

Step 3: Investigation

We will:

Review relevant files and correspondence
Interview relevant personnel
Consider applicable professional and regulatory standards

Step 4: Response

We aim to provide a substantive written response within 20 business days of acknowledgement. If more time is required, we will inform you and provide an updated timeline.

Our response will include:

A summary of the complaint
Our findings
Any remedial actions (if applicable)
Information on escalation options

6. Escalation Within the Firm

If you are dissatisfied with the outcome, you may request a review by:

A designated Complaints Partner, or
A member of senior leadership not previously involved

Requests for escalation should be made within 10 business days of receiving our response.

7. External Escalation

If you remain dissatisfied after exhausting our internal process, you may be able to refer your complaint to an appropriate external body. The correct route depends on the type of service you received and the issue you are complaining about.

ACCA (general accountancy / audit / tax services)

ACCA may consider complaints relating to:

Professional misconduct
Breaches of ethical or technical standards

You can find information on how to raise a complaint with ACCA using the links below.

Contact details:

Website: https://www.accaglobal.com

Complaints information: https://www.accaglobal.com/en/footer-toolbar/contact-us/make-a-complaint-about-an-acca-member.html

Probate services (where applicable)

If your complaint relates to probate (estate administration) services which are regulated as legal services, and you remain dissatisfied after completing our internal complaints process, you may be able to escalate your complaint to the Legal Ombudsman. For eligibility and time limits, please refer to the Legal Ombudsman’s website Home | Legal Ombudsman and guidance.

If your concerns relate to professional conduct or potential regulatory breaches in relation to probate work, you may also be able to report the matter to the Institute of Chartered Accountants in England and Wales (ICAEW), which is an approved regulator and licensing authority for probate services. This is separate from the Legal Ombudsman’s service-complaints process.

ICAEW complaints information: https://www.icaew.com/regulation/complaints-process/make-a-complaint

Insolvency

If your complaint is about the conduct of an Insolvency Practitioner (or someone acting on their behalf), and you remain dissatisfied after following the practitioner’s/firm’s own complaints process, you should escalate the complaint via the Insolvency Practitioner Complaints Gateway operated by the Insolvency Service. The Gateway will assess the complaint and, where appropriate, refer it to the practitioner’s authorising body for investigation. Where the Insolvency Practitioner is authorised by the Institute of Chartered Accountants in England and Wales (ICAEW), the Gateway may refer the complaint to ICAEW.

Insolvency Practitioner Complaints Gateway: https://www.gov.uk/complain-about-insolvency-practitioner

Further information is available on GOV.UK (“How to complain about an insolvency practitioner”). Please note that disagreements with insolvency decisions may need to be addressed through the court or within the insolvency process, rather than through the complaints route.

8. Confidentiality

All complaints will be handled confidentially in accordance with applicable data protection laws. Information will only be shared where necessary to investigate the complaint or as required by law or regulation.