Client Care Code
We at Forrester Boyd believe that by understanding our clients, both personally and professionally, we are able to provide a better all round service.The size and location of our offices give us the best possible insight into local business issues. On a larger scale, we are a member of Praxity, AISBL, a global alliance of independent firms providing us with associates all around the world.
Forrester Boyd’s clients, ranging from the sole proprietor, through to large corporate concerns, all benefit from our positive approach.
Our Mission Statement
“To provide the highest standards of professional service and advice to all clients and remain the leading independent firm of Chartered Accountants in the area”.A key aim arising from this is to ensure clients receive service and care to the highest standards.
Client care is a crucial aspect of the overall service we offer.
Fundamental to our approach is the promotion of an on-going client care initiative.
The objective of this initiative is to ensure that all clients are aware of the level of service they can expect to receive.
Telephone contact
- A friendly welcome should always be received to any calls made to our office.
- We target a 10 second maximum ring time for all incoming calls.
- All calls should be returned personally within two hours by the partner/employee in question, or if not possible by other staff, with apologies on their behalf.
- We will always put you through directly to the person you require if they are available.
Client contact
- All meetings on Forrester Boyd premises will be conducted in a private room.
- Personal attention to problems will always be provided by the partner or relevant senior staff member.
- Where appropriate, we will confirm, in writing, specific instructions following meetings.
- We will ensure you are kept informed whilst your accounts are in progress.
- You will be made aware of our range of services on a regular basis.
New clients
- We will make you fully aware of the services we provide.
- We will ensure a full understanding of your business and your immediate and potential requirements at the initial meeting.
- We will be flexible to fit in with your situation.
- Contact reports will be sent following an initial meeting, and include an engagement letter.
- You will be made aware of the partners and staff members responsible for your affairs.
Receptions
- Reception areas will be kept comfortable and tidy, with someone in attendance at all times.
- It is not our policy to hold meetings in any reception area.
- Receptions maintain a list of daily visitor names for each partner/member of staff.
- No client will be left in reception for more than 5 minutes without prior apologies.
- Receptions will be aware of staff movements in and out of the office at all times and be able to advise clients accordingly.
Accounts
- Books and papers will be checked immediately on receipt in order to ensure all information is present. We request whenever possible you do inform us your records are arriving and check you have included everything to enable us to process your accounts efficiently.
- Final accounts and reports will be presented in a manner which reflects our professionalism and high standards.
- We endeavour to achieve a turnaround period from arrival of books to accounts meeting of no more than 6 weeks. This is subject to:
- All relevant records and information being received.
- Job having been ‘booked’ in advance.
- All queries are answered promptly.
- An acknowledgement will be sent where delays are unavoidable.
- Final accounts will normally be despatched within 5 days of the accounts meeting.
- Accounts will not be released without your specific authority.
Correspondence
- Our target turnaround periods in relation to correspondence are as follows:
- Clients and their agents: 5 working days
- H.M. Revenue and Customs: 15 working days
- Other government departments: 15 working days
- Acknowledgements will be sent immediately where delays are unavoidable.
Your views
If you are unhappy with any aspect of our service, please speak directly to your partner contact. We will do our best to settle any problems quickly and satisfactorily.If you are still unhappy, you can contact the senior partner.
We are always happy to receive your comments about how we can improve any aspect of our service. You can write to us or speak directly to your partner contact.
What you say matters
Your views matter and we conduct regular customer surveys so you can tell us what you think.Click here to download a copy of our Client Care Code brochure
