How to make a complaint against an ICAS Member
Before making a complaint
- Email: firstname.lastname@example.org
- Tel: +44 (0)131 347 0271
How to make a complaint
If your complaint relates to an Insolvency Practitioner, for example, a Trustee under a Trust Deed or a liquidator, you must submit your complaint to the Insolvency Service via its online complaint form in the first instance. The Insolvency Service can also be contacted as follows:
- Email: email@example.com
- Post: The Insolvency Service, IP Complaints, 3rd Floor, 1 City Walk, Leeds, LS11 9DA
- Tel: +44 (0)300 678 0015
The Insolvency Service will review your complaint to ensure that it falls within the scope of complaints that the licensing bodies can consider. The Insolvency Service will thereafter contact you to confirm whether or not your complaint is being referred to the relevant licensing body. ICAS can only investigate insolvency-related complaints that are referred by the Insolvency Service.
All other complaints
Please email details of your complaint to firstname.lastname@example.org
To enable us to review your complaint as quickly as possible, please include:
- The name and address of the accountant
- His or her firm name
- Explanation of your concerns
- Any relevant or supporting evidence e.g. letters or emails
Please note that ICAS cannot investigate complaints regarding the level of fees charged – this is considered a commercial matter. ICAS does not set charge-out rates or otherwise prescribe the basis for calculating fees; this is a matter to be agreed upon by the CA and client and is normally set out in an engagement letter. ICAS also cannot award compensation and has no powers to order its Members to pay compensation.
In asking us to consider your complaint, you accept that we will determine:
- How best to investigate the complaint, and
- How and when we will communicate with you (which may only be after our investigation is complete).
If you are not able to email your complaint, please post the relevant information to:
- Investigations Department, ICAS, CA House, 21 Haymarket Yards, Edinburgh, EH12 5BH
This section may help to answer some of your questions regarding ICAS' complaints process:
Unfounded, speculative or vexatious complaints
- Vexatious: a complaint which we believe has been made with the intention of causing annoyance, worry or trouble for the Member, CA Student Member, Affiliate or Firm complained about
- Frivolous: a complaint which we believe is of a trivial nature, or where an investigation of the complaint would be out of all proportion to the seriousness of the issues complained about.
We understand that complaints often arise because of an experience that the complainer has found frustrating, concerning or upsetting. Whilst every complainer is entitled to have his or her concerns heard and considered, ICAS will not tolerate abusive or aggressive behaviour towards members of staff. If we consider it necessary, we will restrict or terminate contact with any complainer who engages in threatening or abusive correspondence or who makes unreasonable demands on our staff.
ICAS' Code of Conduct for Complainers helpsheet explains what is expected of you as a complainer, and includes the steps ICAS may take where we consider that a complainer is acting in a manner that is unreasonable and therefore detrimental to the ongoing complaints process.
Public Interest Sub-Committee
- Members, Affiliates or Firms involved in the banking or financial services sector, or with any public interest entity
- Matters which raise important issues affecting the public interest in the United Kingdom
- Matters which raise important issues affecting the reputation of ICAS and/or the accountancy profession.
You can view the Sub-Committee's terms of reference here.