Legal
Complaints Procedure
Last updated: June 2026
1. Our Commitment
Rait Accountants Ltd is committed to providing a high standard of professional service. If you have a concern or complaint about the service you have received, we want to know—and we will work to resolve it promptly and fairly.
2. How to Raise a Complaint
In the first instance, please contact Yetunde Aroloye directly at hello@raitaccountants.co.uk, setting out the nature of your complaint, the relevant dates, and the outcome you are seeking. We aim to acknowledge all complaints within two working days.
3. Investigation
We will investigate your complaint thoroughly and impartially. This may involve reviewing correspondence, files, and any other relevant records. We aim to provide a full written response within 14 working days of acknowledging your complaint. Where this is not possible, we will keep you informed of progress.
4. Resolution
If your complaint is upheld, we will explain what went wrong and what steps we will take to remedy the situation. Where appropriate, this may include a fee reduction, refund, or other remedial action.
5. If You Remain Dissatisfied
If you are not satisfied with our response, you may refer your complaint to the Association of Chartered Certified Accountants (ACCA), our professional regulatory body. Details of the ACCA's complaints procedure can be found at acca.com. You may also consider alternative dispute resolution through an independent mediator.
6. Timeframes
Complaints should be raised as soon as reasonably practicable after the issue arises. In any event, we may be unable to investigate complaints relating to matters more than three years old.
7. Contact
To raise a complaint or discuss a concern, please contact us at hello@raitaccountants.co.uk or call +44 7733 116141.