Last updated: 13 November 2026
We want you to be happy with our service. If something has gone wrong, we want to know so we can put it right. This procedure explains how to raise a complaint, what we will do and where you can go if you are still not satisfied.
1. Who this applies to
This procedure applies to all clients of Duna Accountancy & Tax, a trading name of Upscale Consultants Limited, which is licensed by the Association of Accounting Technicians (AAT) as an AAT Licensed Accountant, licence number 1002228. Our registered office is 170 Kennington Lane, London SE11 5DP.
2. How to make a complaint
Please email hello@dunatax.com with the word Complaint in the subject line, or write to us at the address above. It helps if you tell us:
- your name and business name;
- what went wrong and when;
- what you would like us to do to put it right.
If you need us to make adjustments to help you raise a complaint, such as a phone call instead of email, please tell us and we will do our best to help.
3. What happens next
- Acknowledgement: we will acknowledge your complaint within 3 working days.
- Investigation: your complaint will be looked at by a senior member of the team who was not directly involved in the matter wherever possible. We may contact you for more information.
- Response: we aim to send you a full written response within 28 days of receiving your complaint, explaining what we found, what we will do to put things right and the reasons for our decision.
- If we need longer: if we cannot resolve your complaint within 28 days, we will write to tell you why and when you can expect a final response. We will send you a final response within 8 weeks of receiving your complaint.
4. If you are not satisfied
If you are not happy with our final response, or you have not received one within 8 weeks, you can refer your complaint to the Association of Accounting Technicians (AAT), which regulates AAT Licensed Accountants. Details of how to complain to AAT are on its website at aat.org.uk.
If your complaint is about how we have handled your personal data, you can also complain to the Information Commissioner's Office (ICO) at ico.org.uk.
5. What we do with your feedback
We keep a record of every complaint and how it was resolved, and we use what we learn to improve our service. Making a complaint will not affect the way we treat you or the service you receive from us.