Complaints & Feedback

1. Feedback or complaint

Feedback includes suggestions, compliments and comments that do not require a formal investigation. A complaint is an expression of dissatisfaction about our service, conduct, communication, administration, billing or failure to meet an agreed standard where you want a response or remedy.

2. How to submit a complaint

Use our info@ishlondontradingtech.co.uk or our online enquiry form and choose “Complaint or feedback”. Please include:

• your name and preferred contact details;
• the relevant enquiry, proposal, invoice or engagement reference;
• the people, dates and events involved;
• copies of relevant correspondence, but not original documents;
• the effect of the issue and the outcome you are seeking;
• any accessibility or communication adjustment required.

3. Our review process and target times

1. Acknowledgement: normally within 5 working days.
2. Initial assessment: we identify the issues, responsible reviewer and any further information required.
3. Investigation: a person with appropriate authority reviews the relevant records and obtains responses from those involved.
4. Outcome: we aim to provide a substantive written response within 20 working days. If the matter is unusually complex, we will explain the reason for delay and provide a revised target.
5. Internal review: if you remain dissatisfied, you may request one further review by a person not materially involved in the original decision, where practicable.

4. Possible outcomes

Depending on the facts, an outcome may include an explanation, correction, apology, completion of outstanding work, process improvement, staff guidance, fee review where contractually appropriate, or confirmation that no further action is justified. We will not promise a particular remedy before investigating.

5. Independent and regulated professionals

If the concern relates to a separately engaged solicitor, barrister, financial adviser, immigration adviser, engineer or other independent professional, that provider’s own complaints procedure may apply. Their regulator or redress body may also have jurisdiction. We will explain the appropriate route where the contractual and regulatory position is clear.

6. Privacy and accessibility concerns

Data-protection concerns will also be considered under our Privacy Policy. You may complain to the Information Commissioner’s Office where applicable. Accessibility difficulties can be reported under our Accessibility Statement.

7. Fair treatment and records

Raising a genuine concern will not disadvantage you. We may decline abusive, discriminatory, threatening, repetitive or clearly vexatious communications, while preserving any legal rights and appropriate evidence. Complaint records are kept only as long as reasonably necessary for resolution, service improvement, insurance and legal purposes.

8. Legal rights

This process does not remove any contractual, statutory or court rights available to you. Time limits may apply to external claims, so you should obtain independent advice where necessary rather than waiting for the internal process to conclude.