Complaints procedure

1. Tell us what has gone wrong

We want to know when our service falls short so we can investigate and put it right. You can complain about our accountancy work, fees, website, apps or handling of personal information. You do not need to be a client, pay a fee or use a particular form.

You can write to Livy Technologies Limited at 66 Paul Street, London, England, EC2A 4NA. You can also email hello@livy.com; using “Complaint” in the subject helps us identify it promptly, but is not required. Once you are a client, you can also raise a complaint through your usual Livy contact. You may ask someone to act on your behalf; we may need to confirm their authority before sharing confidential information.

Please include, where available:

• Your name, business name and how you would like us to contact you.
• What happened, when it happened and any relevant reference or correspondence.
• The impact on you and what you would like us to do to resolve it.
• Any imminent filing deadline, suspected security issue or other urgent concern.

You do not need to provide all of this for us to consider your complaint. Please do not send passwords or unnecessary sensitive information. Tell us if you need help raising a complaint or a different communication format, and we will work with you to make the process accessible.

2. Acknowledgement and urgent action

We aim to acknowledge complaints within five working days, identify who is responsible for investigating and explain the next steps. Working days mean Monday to Friday, excluding bank holidays in England and Wales.

For a data protection complaint, we will acknowledge receipt within 30 calendar days at the latest. We will consider urgent risks promptly and take appropriate steps to protect information or address a time-sensitive issue while the investigation continues.

3. Investigation and response

We will review the relevant records, consider your explanation and ask for further information only where needed. Someone with appropriate responsibility will handle the investigation; where practicable, this will be someone not directly involved in the issue.

We aim to give a full written response within 20 working days of receiving your complaint. If we need longer, we will explain why, tell you when to expect a response and keep you updated. Data protection complaints will be investigated and answered without undue delay.

Our response will explain what we investigated, our findings, whether we uphold the complaint and the reasons for our decision. Where something has gone wrong, we will explain the remedy and when it will happen. Depending on the circumstances, this could include an apology, correcting work or records, an appropriate refund or other redress, and changes to prevent the problem recurring.

4. If you remain unhappy

You can ask for a review, explaining which parts of the response you disagree with and any additional information. A director or another appropriate person will review the outcome, independently of the original handling where practicable. We aim to respond within a further 20 working days and will explain any delay.

Our final response will explain any external complaint or alternative dispute resolution route applicable to your engagement, including whether we are obliged or willing to use it. Any professional-body complaint route depends on Livy’s actual membership and the services involved; we will not represent that a scheme applies unless it does.

For a data protection concern, you can complain to the Information Commissioner’s Office, or call 0303 123 1113. The ICO generally expects you to have raised the concern with us first. You do not have to complete our internal review before contacting the ICO.

This procedure does not restrict your statutory rights or your right to seek independent advice or bring a claim. It does not extend any legal time limit for taking action.

5. Confidentiality and ongoing work

We handle complaints sensitively and share information only where needed to investigate, resolve the issue or meet legal obligations. Our Privacy Policy explains how we use and retain personal information.

You will not be treated unfairly for raising a concern. A complaint does not itself pause filing deadlines, agreed work or payment obligations. We will discuss any urgent work and disputed fees with you so that you understand what will happen while the complaint is being considered.