How to raise a service concern.
GAM Tax aims to deal with concerns fairly, promptly and professionally. This procedure explains how to raise a complaint about service, communication, fees or conduct. Data-protection complaints have a separate statutory process.
1. How to raise a complaint
Please contact GAM Tax as soon as reasonably possible after the issue arises. Email info@gamtax.co.uk, use the Contact page, or write to the business/correspondence address shown on the Business & Regulatory Information page.
Please explain what happened, the service or communication concerned, any relevant dates or documents, and what outcome you are seeking. You do not need to use formal or legal language.
2. How the complaint will be reviewed
We will review the relevant correspondence, engagement terms, work records and other information needed to understand the complaint. We may ask for clarification or supporting information. Where a complaint concerns work carried out for more than one person or business, confidentiality obligations may limit what can be disclosed.
Where practical, GAM Tax aims to acknowledge service complaints promptly and keep the complainant informed if a full response will take longer than expected.
3. Response and possible resolution
After reviewing the complaint, GAM Tax will explain the outcome and, where appropriate, any action proposed. Depending on the circumstances, this could include clarification, correction of an administrative error, completion of agreed remedial work, an apology, a fee review or another proportionate step.
This procedure does not create a right to a particular remedy and does not replace any rights or remedies available under law or under the applicable engagement terms.
4. Professional body or other external routes
If an engagement is subject to a professional body's complaints or disciplinary process, the relevant route and any reference details will be confirmed from the engagement documentation or on request. GAM Tax does not publish an external escalation route here unless the applicable professional-body status has been confirmed.
Nothing in this procedure prevents you from using another complaint, regulatory, ombudsman or legal route that is available to you.
5. Data-protection concerns
If your concern is about the way your personal information has been handled, use the Data Protection Complaints Procedure. Data-protection complaints are subject to specific legal requirements, including an acknowledgement requirement.