Complaints Flashcards
A client has said that they may take legal action due to a mistake in her tax return, what is the first and most appropriate step to take?
Acknowledge receipt of the complaint
What is the relationship between the TDB and CIOT /ATT?
The TDB operates independent of the CIOT and ATT
A new complaints officer has been appointed, what needs to go in the engagement letter?
The fact that clients may complain to the TDB
The name and status of the complaints officer
After acknowledging a complaint, what should the firm do next?
Establish as far as possible whether the complaint is justified
Who would the TD take action against?
Members who have not maintained the high standards of behaviour and performance by the CIOT and ATT
A member who has not acted with integrity
What does the TDB do in respect of complaints against members?
The TDB investigated complaints and takes action where appropriate against a member. They also review and take action as appropriate on appeals made against the outcome of the complaint.
What is the result of failing to respond to the TDB?
Disciplinary
