Complaints Handling Policy

Last updated: 23 January 2026

1. Introduction
   NewLief Limited is committed to providing a high-quality professional service to all clients. If something goes wrong or you are dissatisfied with our services, we want to know so that we can address the issue promptly and fairly.

   This Complaints Handling Policy explains how you can raise a complaint and how we will deal with it.
   
   

2. How to Make a Complaint
   If you have a complaint, please contact us as soon as possible using one of the following methods:

   Email: admin@newlief.co.uk
   Post: Suite RA01, 195–197 Wood Street, London, E17 3NU
   Please provide sufficient details to allow us to understand and investigate your complaint.
   
   

3. Our Complaints Procedure
   We will deal with complaints in the following way:

• We will acknowledge receipt of your complaint promptly.

• Your complaint will be reviewed by a senior member of the firm who was not directly involved in the matter, where possible.

• We may contact you to request further information or clarification.

• We will aim to provide a full written response within a reasonable timeframe, setting out our findings and any proposed resolution.

  
  

4. If We Cannot Resolve Your Complaint
   If we are unable to resolve your complaint to your satisfaction, or if you are not happy with our response, you may refer the matter to our professional body:

   Institute of Chartered Accountants in England and Wales (ICAEW)
   Complaints and Disciplinary Department
   Website: https://www.icaew.com/complaints

   ICAEW will consider complaints about professional conduct and service.
   
   

5. Time Limits
   Complaints should normally be made within a reasonable time of the issue arising or being identified, to allow us to investigate effectively.

6. Confidentiality
   All complaints will be handled confidentially and in accordance with our Privacy Policy.

7. Changes to This Policy
   We may update this Complaints Handling Policy from time to time. The latest version will always be published on our website.