Complaints Procedure

Easy Acpay Ltd is committed to providing a high-quality, professional service to all our clients. We value feedback and take complaints seriously. If something goes wrong, we want to know so we can put it right and improve our services.

1. How to Make a Complaint

If you are dissatisfied with any aspect of our service, please contact us as soon as possible using the details below:

📧 Email: support@easyacpay.com
📞 Phone: 07575 512000
✉️ Address (for formal letters): Swindon, SN5 (full address available on request)

Please include:

• Your name and contact information

• A clear description of your complaint

• Relevant dates, documents, or supporting details

• What outcome you are seeking

2. What Happens Next

• We will acknowledge your complaint within 3 working days of receipt.

• A named team member or the director will carry out an impartial investigation.

• You will receive a formal response within 10 working days, including our findings and any actions we will take.

• If your complaint is complex, we will inform you and aim to respond within 20 working days.

3. If You’re Still Not Satisfied

If you are not satisfied with our final response, you may escalate your complaint to an appropriate external body, depending on the nature of the service provided.

For complaints relating to accountancy or tax services, and if we are unable to resolve your concern internally, you may contact:

Information Commissioner’s Office (ICO) – if your concern involves data privacy
🌐 www.ico.org.uk | ☎️ 0303 123 1113

Other professional bodies or ombudsman services may be relevant depending on any future accreditations we hold, and we will direct clients accordingly when applicable.

4. Continuous Improvement

All complaints are reviewed to identify trends or improvements in our service. We are committed to learning from every issue raised to strengthen our client relationships and business practices.

Contact Us

If you have any questions about this procedure, please contact us at:
📧 support@easyacpay.com | 📞 07575 512000