The duty on firms to investigate complaints: guidance, effective from 31 August 2006

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The duty on firms to investigate complaints: guidance, effective from 31 August 2006

ICAEW guidance for firms on avoiding and handling client complaints, effective from 31st August 2006; explains the duty to investigate under Institute bye-laws; outlines informing clients, internal complaints procedures, the role of the investigating principal and considerations for sole practitioners; provides practical advice to avoid and defuse complaints covering fee disputes, delay, failure to respond to correspondence, failure to carry out duties, and poor work or advice; includes steps to take when a complaint arises; explains referral of unresolved complaints to the Institute and the conciliation process; and summarises implications for professional indemnity insurance. (AI generated description)

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description: ICAEW guidance for firms on avoiding and handling client complaints, effective from 31st August 2006; explains the duty to investigate under Institute bye-laws; outlines informing clients, internal complaints procedures, the role of the investigating principal and considerations for sole practitioners; provides practical advice to avoid and defuse complaints covering fee disputes, delay, failure to respond to correspondence, failure to carry out duties, and poor work or advice; includes steps to take when a complaint arises; explains referral of unresolved complaints to the Institute and the conciliation process; and summarises implications for professional indemnity insurance. (AI generated description)

title: The duty on firms to investigate complaints: guidance, effective from 31 August 2006

creator: ICAEW

subject: Client management

subject: Practice management

subject: Client complaints

subject: Professional standards

subject: Accountancy profession and regulation

subject: Practice administration

publisher: ICAEW

type: Text

format: pdf

language: en

relation: Regulations

date: 2006-08-31

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