Complaints Procedure

Last updated: 4 August 2026

We want to get things right.

At Counted LLP, we're committed to providing a professional, reliable and personal service.

If something hasn't met your expectations, we'd like to know. Your feedback gives us the opportunity to put things right and improve the way we work.

How to make a complaint

If you are unhappy with any aspect of our service, please contact us as soon as possible.

You can do this by:

Email
hello@countedllp.co.uk

Telephone
0191 323 2390

Post
Counted LLP
2 Geordie Ridley Place, Upper Precinct, Wesley Court, Blaydon Shopping Centre, NE21 5BT

Please include as much information as possible, including your name, organisation (if applicable), and details of your complaint.

What happens next?

Step 1 – We will acknowledge your complaint

We will acknowledge receipt of your complaint within five working days.

If we need any additional information, we'll let you know at this stage.

Step 2 – We will investigate

Your complaint will be reviewed by a partner or another appropriate member of the team who has not been directly involved wherever possible.

We may contact you if we need further information before reaching a decision.

Step 3 – We will respond

We aim to provide a full written response within 20 working days.

If the matter is particularly complex and we need more time, we'll explain why and keep you informed of our progress.

If you're still unhappy

If we are unable to resolve your complaint, we will explain what further options may be available to you.

Where appropriate, this may include referring the matter to our professional body or another recognised dispute resolution process.

Our commitment

We will always:

• Treat your complaint seriously.

• Listen to your concerns.

• Investigate fairly and objectively.

• Keep you informed throughout the process.

• Learn from feedback to improve our services.

Making a complaint will never affect the way we work with you or the professional service you receive.

Professional Regulation

Counted LLP is regulated by The Institute of Financial Accountants.

If you remain dissatisfied after our complaints process has been completed, you may be able to raise your concerns with our professional body, depending on the nature of your complaint.

We will provide the relevant contact details if this applies.

Contact us

If you have any questions about this Complaints Procedure, please contact:

Counted LLP

Email: hello@countedllp.co.uk

Telephone: 0191 323 2390

Registered Office: 2 Geordie Ridley Place, Upper Precinct, Wesley Court, Blaydon Shopping Centre, NE21 5BT