Use of this web site is offered to you conditionally upon your acceptance without modification of the terms and conditions contained herein. Your use of this web site constitutes your agreement to all such terms and conditions. Deleso reserves the right to change the terms and conditions under which this web site is offered at any time. As a condition of your use of this web site, you may not use this web site for any purpose that is unlawful or prohibited by these term and conditions.

The information that is provided in this web site is for general interest only, and should not be construed as legal, accounting, financial, tax or other professional advice. Deleso always recommends that you consult an appropriate professional for specific advice tailored to your situation.

This web site may contain links to web sites operated by third parties. Such links are provided for your convenience only. Access to third party sites linked to this web site is at the user’s own risk and Deleso are not responsible for the accuracy or reliability of their contents. Deleso inclusion of links to third party web sites does not imply any endorsement of the material on such web sites or any association with their operators.

Information within this website may include typographical errors and inaccuracies and may not be up to date. Deleso do not warrant the accuracy or completeness of the information and accepts no responsibility or liability in respect of the content of this web site. Changes are periodically made to the information herein without notice and access to this web site may be withdrawn at any time. Deleso do not accept liability resulting from the reliance placed on the availability of this web site or the information contained herein.

Any personal information received via this web site, may be held for future communication by Deleso and or one of its subsidiary companies. Deleso accept no responsibility or liability for information that is sent or received by this web site, and which is intercepted or changed by unauthorised persons. Use of this web site indicates your acceptance of the consequential risks. Links to this website may not be included in any other website without our prior written permission.

For more information please read our ‘Privacy Statement’

What to do if you have a complaint

If you have any complaint about the advice or service provided by us, we have created a dedicated email account – info@deleso.co.uk – to ensure that any new complaint is given a top priority. Please use this method if at all possible giving as much information as possible about the nature of your complaint, and providing any evidence that you have. You can also write to the Practice Manager at “Deleso Ltd, Bow Court, Coventry, CV5 6SP”, or speak to your dedicated accounts team.

What to expect from us when we deal with your complaint

We will acknowledge your complaint within five business days of it being received and if your complaint was made verbally we will include, within that acknowledgement, a copy of this Complaints Standards leaflet and our understanding as to the nature of your complaint. We ask that you confirm, in writing, the accuracy of that statement. If we have not resolved your complaint within four weeks we will write to you explaining the reasons why and indicating that furthercontact will be made within eight weeks of receipt of the complaint.

Handling your case     

We will review all the documentation available to us to carry out a thorough and objective investigation. In some instances, we may ask you for further information or to provide authority for us to contact third parties.

We will keep in touch with you regularly while we are looking into your case. We will tell you how things are progressing and what you need to do next. You will always know the name of the person handling your case and you can contact them direct with any questions. We aim to resolve all our cases as quickly as possible, although in a few exceptional cases our investigations may take longer, particularly if we need to make wide ranging enquiries or if the issue in question is particularly complex. In some situations we may ask you for further information to assist with our consideration of your case and your prompt attention to these matters would be gratefully appreciated.

If we have not resolved your complaint within four weeks from the date of receipt, we will write to inform you of the situation, explaining the reason for the delay and indicating when we will make further contact.

If we have not resolved your complaint within eight weeks from the date of receipt, we will write to inform you of the situation and explain the reason for the delay. We will also inform you when we expect to issue a final response.

Contacts with you

In all contact with customers, we aim to be polite and professional. To help with staff training we may monitor or record telephone calls. Many cases involve complex financial and legal issues but we always try to set out our views clearly, without using jargon.

What happens if you disagree with the conclusions?

If you disagree with the view we set out about your case, you should refer back to us in the first instance. We will then consider your comments and advise you whether or not they alter the original conclusion.  Should you still not consider the outcome of this investigation to be fair or reasonable, you can refer the matter to theInstitute of Chartered Accountants in England and Wales. Details of how to make a complaint can be found at:

http://www.icaew.com/en/about-icaew/what-we-do/act-in-the-public-interest/complaints-process

Deleso Limited Registered office:- Bow Court, Coventry, CV5 6SP.
Registered in England:- No. 8682512; VAT No.:- 172 2718 13