We aim to ensure that all of our clients receive efficient and effective services and advice. However, from time to time there may be aspects of our service which clients and their stakeholders have concerns about, or with which they are dissatisfied.

If you are unhappy with the services, or any aspect of the advice you have received from Scott-Moncrieff, and would like to raise this issue with us you should contact your client partner or manager named in our engagement letter with you. In most cases these individuals will be familiar with your situation and circumstances and may be able to resolve any problems to your satisfaction immediately.

However, if you would prefer to raise your concerns with someone else, or you have not received a satisfactory response from the client partner or manager, you may contact the Head of our Client Care Team.

Complaints should be made in writing and sent with supporting documents/evidence to:

Scott-Moncrieff
Head of Client Care
Exchange Place 3
Semple Street
Edinburgh
EH3 8BL

Or your can contact us by phone or fax: 0131-473-3500 (tel) 0131-473-3535 (fax) or by email click here.

How will we handle your complaint?

• A complaint can be received orally, or in writing by letter, fax or email.
• The client partner or manager will deal with your complaint in the first instance, unless you have elected to contact the Head of Client Care Team directly.
• We will acknowledge receipt of your complaint within three working days.
• Further contact will be dependent upon the nature of your complaint. In any event, we shall respond within four weeks from the date the complaint was acknowledged. If the complaint will take longer than four weeks to resolve we shall respond to this effect.
• If you do not receive a reply or you are not happy with the outcome, you have the right to contact our Managing Partner at the address referred to above.
• Our final response will state whether we accept or reject your complaint, and whether we are prepared to offer you any redress.
  

For complaints in relation to data protection issues our response shall also refer you to your right to apply to the Data Protection Commissioner for a complete review of the matter.

If you would like to make a complaint against the firm relating to either professional misconduct or professional incompetence, as defined by the Institutes Rules, then we would advise that you contact the Institute of Chartered Accountants in Scotland. Click here to review ICAS's complaints against member firms policy and frequently asked questions.