Complaints procedure.

I want every client to be happy with the service they receive. If you are not, please tell me, so I can put it right where I can and learn from it where I can’t.

1. Who to contact

Please raise your complaint with Hayley Ayres BFP ACA, Managing Director, who is the principal responsible for the firm’s complaints. Email info@heartandsoulaccounting.co.uk, telephone 01243 214078, or write to Heart and Soul Accounting Limited, 2a Torrington Road, Portsmouth, PO2 0TP. Please include what happened, when, and what you would like done about it.

2. What happens next

• I will acknowledge your complaint in writing within five working days.
• I will investigate it and send you a full written response within 28 days of receiving it. If I need longer, I will tell you why and when you can expect my response.
• Where I have got something wrong, I will say so and set out how I will put it right.

3. If you are not satisfied with my response

Heart and Soul Accounting Limited is a member firm of the Institute of Chartered Accountants in England and Wales (ICAEW). If you are unhappy with how I have dealt with your complaint, you can refer it to ICAEW, which will consider whether the firm has met the standards expected of its members. You can contact ICAEW by email at complaints@icaew.com, through icaew.com/complaints, or by post to ICAEW, Professional Conduct Department, Metropolitan House, 321 Avebury Boulevard, Milton Keynes, MK9 2FZ.

4. Our professional indemnity insurance

Details of the firm’s professional indemnity insurer and the territorial coverage of the policy are published on the Terms and regulatory information page.

Last reviewed: November 2026