Complaints Procedure

Many concerns can be resolved quickly by speaking to the person you have been dealing with. If you would rather not do that, or you are not happy with their answer, please make a formal complaint as set out below.

You can complain in whichever way suits you:

To help us look into it quickly, please tell us:

• your name, business name and contact details;
• what your complaint is about, including any order number or project name;
• what went wrong and when it happened;
• how it has affected you; and
• what you would like us to do to put things right.

• Step 1: Acknowledgement. We will acknowledge your complaint within 5 working days and tell you who is dealing with it.
• Step 2: Investigation. A member of our team who was not directly involved will review the matter. This may include looking at records, emails and call recordings and speaking with you and the people involved.
• Step 3: Our response. We aim to send you a full written response within 21 days of receiving your complaint, explaining what we found and what we will do. If we need longer, we will explain why and give you a date by which you can expect our reply.
• Step 4: Putting things right. Where we find we have made a mistake, we will explain what we will do about it. This may include correcting work, fixing a spreadsheet, providing a replacement or refund where appropriate, and making changes to prevent the same thing happening again.

If you think a spreadsheet or document template you bought from us has an error, will not open or is not as described, please email us with the name of the file and your order number, a description of what is happening and, if possible, a screenshot. We will investigate and, where there is an error, provide a corrected version at no cost or a refund where appropriate. This does not affect your legal rights, which are explained in our Terms and Conditions. Custom spreadsheets are covered by the terms of your project agreement.

If you are unhappy with our response, please tell us within 28 days. The Managing Director will review your complaint and how it was handled, and send you our final response within 21 days of your request.

If you bought a spreadsheet or service as a consumer and remain unhappy after our final response, you can get free, independent advice from Citizens Advice on 0808 223 1133. Your statutory rights are not affected.

Accountancy, tax, bookkeeping and payroll services are provided by our sister firm, AML Accountancy Solutions, which has its own complaints procedure and may be able to refer unresolved complaints to its professional body. If your complaint relates to those services, please contact AML Accountancy Solutions directly, or let us know and we will pass it on with your permission.

We keep a record of complaints and how they were resolved so we can monitor and improve our service. This information is handled in line with our Privacy Policy.