Our promise to you
BG Audit are driven towards exceeding your expectations in all aspects of conducting your audit. We want you to have absolute confidence in our firm and feel that you are happy to recommend us to others. We must therefore be efficient, of high quality and deliver in a friendly and personable manner. With our client care charter, we will:
- Provide a fast, effective and flexible response to your company or individual needs
- Provide a fast turnaround on all work undertaken and within the agreed timescale
- Display total quality and integrity
- Work in the best interests of you, the client
- Provide all BG Audit personnel with regular and comprehensive training focused on providing all our clients with a suitable, total quality service
- Provide a response to any complaint within seven working days
- Publish all client satisfaction survey results
- Respond to your telephone calls within 24 hours
- Respond to correspondence from you within five working days or to advise you of any delays
- Endeavour to keep you informed of legislation that may affect your business
- Provide, whenever practical, estimates of our fees and other costs before they are incurred. Appropriate assignments may be carried out for a fixed fee
- Provide quality advice on all aspects of the financial management of your business
From our initial consultation, we will confirm in writing (as appropriate):
- Your instructions to us
- Any advice we have given
- What action we will be taking
- When you are next likely to hear from us
- What action we need you to take
- The best estimation we can give as to the likely cost
During our dealings with your financial affairs, we will:
- Keep you informed of progress
- Advise you of any delays and explain the reasons
- Explain the effect of any important documents
- Inform you if a cost estimate needs revising
- Explain any changes of staff affecting your service or main contact
At the end, we will:
- Render our bill as promptly as possible
- You can ask for any papers and property to which you are entitled
How you can help:
- Provide us with clear instructions
- Tell us if you have any important time limits
- Provide us with the information we require to carry out the job within the agreed timescale
- Make sure we have understood each other correctly. Ask us if you are not sure about anything
- Deal promptly with any important questions that may arise
You may:
- Set a limit on costs to be incurred without further agreement with you (not the same as an agreed fee)
- Ask for a written quote
- Ask us for details of what costs have been run up at any stage
If you are dissatisfied:
Tell us if you feel you are not receiving the service you hoped for. If we know you are unhappy, we can try to put it right, and will look into it promptly and thoroughly.
Mention it first to the person looking after your financial affairs. If you are still unhappy, you can complain to our Managing Director, Roger Beaton, who will investigate and contact you to talk about the problem.
It will help if you put your complaint in writing (keeping a copy for yourself) explaining what action you want us to take. Afterwards we will write confirming your complaint, the discussion and what we will be doing about it. This will be at no extra cost to you.
In summary
We are committed to the provision of a prompt, efficient, courteous and cost-effective service to all our clients.
We welcome comments on any aspect of our business. Your views are very important and can only assist in our efforts to further improve our service.
If you need assistance with an audit, please call us today
on 01473 659777
