Home›Complaints Procedure
Britvex Complaints Procedure

If something has not gone as expected, tell us clearly so it can be reviewed properly.

Britvex aims to deal with complaints fairly, professionally and with a clear record of what has been raised, what has been reviewed and what response has been given. This procedure covers complaints about Britvex service, communication, administration and the handling of personal information.

Submit a Complaint →Contact Britvex
How to raise a complaint

Give us enough information to investigate the issue.

Identify yourself — name, company and contact details.
Identify the service — what work, filing, communication or data issue is involved.
Explain what happened — include dates, relevant correspondence and the outcome you are seeking.
Use a clear subject line — “Complaint – [Your Name / Company]”.
✓Complaint recorded
✓Relevant records reviewed
✓Response explained
✓Outcome documented
Our approach

We distinguish a complaint from an ordinary service query.

A question about a deadline, document request, invoice or progress update can often be resolved through normal client communication. If you are dissatisfied with Britvex’s service or believe something has been handled incorrectly, state that you are making a complaint so it can enter the formal review process.

Step 01 · Raise

Submit the complaint in writing.

Set out the issue, relevant dates, supporting information and what you would like Britvex to review or resolve.

01
Step 02 · Review

We identify the records and people involved.

The complaint is reviewed against relevant correspondence, work records, engagement scope and other available evidence.

02
Step 03 · Respond

We explain the outcome.

Britvex will communicate the findings, any action being taken and, where appropriate, what can be done to resolve or prevent recurrence.

03
Step 04 · Escalate

Unresolved issues are considered through the appropriate route.

Any external escalation depends on the nature of the complaint and which legal, regulatory or contractual route actually applies.

04
What to include

A clear complaint usually leads to a clearer investigation.

Please provide enough information to identify the work and understand the concern without including passwords or unnecessary sensitive information in ordinary email.

Your full name and business name, if relevant.
The Britvex service or engagement concerned.
Key dates and the people or correspondence involved.
Copies or references for relevant documents.
The outcome or resolution you are seeking.
Primary complaint route

Email Britvex

Email: info@britvex.co.uk

Telephone: +44 20 3758 7500

Website: Britvex.co.uk/contact/

For an existing client matter, include the company/client name and enough information for us to locate the engagement.

Data protection complaints

Concerns about personal information follow a specific data-protection route.

If your complaint concerns how Britvex collected, used, stored, shared or protected personal information, say this clearly in your complaint. We will treat that part of the matter as a data-protection complaint and review it accordingly.

Information Commissioner’s Office

Current ICO guidance says individuals can complain directly to an organization about the handling of their personal information. If they remain dissatisfied, they can also raise the matter with the ICO. See the official guidance at ico.org.uk.

Complaints FAQs

Common questions about the Britvex complaints process.

Should I complain by telephone or in writing?
You may contact Britvex by telephone, but a written complaint is preferable because it provides a clear record of the issue, dates and requested outcome.
What happens if my issue is simply a service query?
If the matter can be resolved as an ordinary client-service query, we may route it to the relevant team rather than treat it as a formal complaint. If you remain dissatisfied, you can state that you want the matter reviewed as a complaint.
Is HMRC AML supervision an external complaints body?
No. HMRC anti-money-laundering supervision concerns AML compliance. It should not be presented as a general ombudsman or endorsement of Britvex services.
Can I complain about how my personal information was handled?
Yes. Data-protection complaints can concern collection, use, storage, sharing, security or the handling of an information-rights request.
Can I take a data-protection complaint to the ICO?
Yes. Current ICO guidance explains that individuals can complain to an organization first and can then raise the matter with the ICO if they remain dissatisfied.
Does this procedure replace my engagement letter?
No. Your engagement letter or service agreement may contain additional terms relevant to a particular dispute, service, fee or termination issue.
Last reviewed: October 2026. Data-protection complaint wording reflects current Information Commissioner’s Office guidance. See ICO guidance for organizations and ICO guidance for the public.
Raise a concern

Give us the facts, the relevant records and the outcome you are seeking.

Britvex will review the matter against the available evidence and the agreed service scope, and communicate the outcome through the appropriate route.

Submit a Complaint →Regulation & Compliance

This public procedure is designed for service and data-protection complaints. It does not create or replace any external dispute-resolution right that does not otherwise apply by law, contract or professional/regulatory status.