Complaints procedure

Overview

We take complaints seriously. Our formal complaints procedure will be published in line with UK and UAE professional requirements.

Common situations we address

• Client dissatisfied with response time on cross-border matter
• Disagreement over scope between UK and UAE service lines
• Billing query on combined UK–UAE invoice
• Alleged error in tax return filed in one jurisdiction
• Communication breakdown between client and assigned adviser
• Request for formal escalation after informal resolution failed

Our approach

We take complaints seriously and maintain a formal procedure aligned with UK and UAE professional requirements. Clients can raise concerns in writing, receive acknowledgment, investigation and written outcome within stated timeframes.

Typical deliverables

• Published complaints procedure
• Designated complaints contact
• Acknowledgment and investigation timeline
• Written outcome and remedial steps where upheld
• Referral to external scheme if unresolved
• Record of complaint and resolution for quality improvement