Complaints Procedure

Lynam & Co: Complaints Policy

Effective Date: 01 May 2025
Review Date: 01 May 2026

1. Policy Statement

At Lynam & Co, we are committed to providing high-quality services to all our clients. However, we understand that from time to time, clients may have concerns or complaints regarding the services we provide. This policy outlines our approach to handling complaints, ensuring that they are addressed promptly, fairly, and professionally.

2. Scope

This policy applies to all complaints made by clients regarding the services provided by Lynam & Co, including but not limited to:

  • Accounting and bookkeeping services;
  • Payroll services;
  • VAT services;
  • Any other services offered by the firm.

3. What is a Complaint?

A complaint is defined as any expression of dissatisfaction, whether oral or written, regarding our services or the conduct of our staff. Complaints can relate to:

  • The quality of service provided;
  • Delays or failures in meeting agreed deadlines;
  • Communication or professional conduct of staff members;
  • Other issues that have led to dissatisfaction.

4. How to Make a Complaint

Clients can make a complaint by:

  • Email: bradley@lynamandco.com

We encourage clients to provide as much detail as possible, including the nature of the complaint, the specific incident, and any evidence or supporting documentation.

5. Procedure for Handling Complaints

Lynam & Co is committed to resolving complaints promptly and fairly. The following steps outline our complaints procedure:

  1. Acknowledgement:
    • We will acknowledge receipt of the complaint within 5 working days. This can be done by email, phone, or post.
  2. Investigation:
    • We will review the complaint thoroughly and investigate the circumstances. This may involve speaking to the staff member(s) involved and reviewing relevant records. We aim to complete this process within 15 working days of acknowledging the complaint.
  3. Resolution:
    • Once the investigation is complete, we will provide a clear response outlining our findings and any action taken or proposed. If the complaint is upheld, we will offer an appropriate resolution, which may include an apology, a correction to our service, or compensation if appropriate.
  4. Final Decision:
    • If the client is not satisfied with the initial response, they can appeal the complaint response to Bradley Lynam for further review and the final response will be provided within 10 working days of the appeal.  In the event that the complaint itself is regarding the Principal, the complaint may be reviewed by an independent 3rd party or escalated externally, see 6 below.

6. External Escalation

If a client remains dissatisfied after exhausting our internal complaints procedure, they may escalate the complaint to the AAT or relevant regulatory body, depending on the nature of the complaint:

  • AAT: If the complaint concerns a breach of professional conduct or ethical standards, clients can refer the matter to the AAT Professional Conduct Team. The AAT’s contact details are available on their website.

7. Confidentiality

We take confidentiality seriously. All complaints and the information related to them will be handled confidentially, in accordance with our Data Protection Policy.

8. Record-Keeping

We maintain records of all complaints and their resolution, including any actions taken to address the issue. These records are reviewed regularly to identify trends and improve the quality of our services.

9. Review of Complaints Policy

This policy will be reviewed annually or when there is a significant change in our services or regulations. Any updates or changes to the policy will be communicated to clients as necessary.

Signed:
Bradley Lynam

Principal, Lynam & Co
Date: 01 May 2025