complaints procedure
At KLS Finance Collective, we are committed to providing a high standard of service to all clients.
If at any point you are unhappy with the service you have received, we encourage you to let us know so we can address your concerns promptly and fairly..
How to raise a complaint
If you have a complaint, please contact us in writing via email with details of your concern:
Email: kayley@klsfinancecollective.co.uk
Please include:
- Your name and business name (if applicable)
- A clear description of your concern
- Any relevant supporting information
WHat happens next
We aim to handle all complaints in a clear, structured and timely manner.
Step 1 – Acknowledgement
We will acknowledge your complaint within 5 working days of receipt.
Step 2 – Review
Your complaint will be reviewed carefully, and we may contact you for further information if required.
Step 3 – Response
We aim to provide a full written response within 15 working days. If additional time is needed, we will keep you informed of progress.
if you are not satisfied
If you are not satisfied with our response, you may refer the matter to our professional body:
Institute of Chartered Accountants in England and Wales (ICAEW)
They can review complaints relating to professional conduct.
Further information is available at: www.icaew.com
our commitment
We take all feedback seriously and use it to improve our services.
Our aim is to resolve concerns in a fair, transparent and professional manner.
Our goal is always to provide a calm, clear and supportive service — and we welcome feedback that helps us maintain this standard.
Effective date: 26/03/2026
Business name: KLS Finance Collective
Contact email: kayley@klsfinancecollective.co.uk