Last updated: August 2026

At Cashtrak Ltd, we are committed to providing a professional, reliable and high-quality service to all clients. We take complaints seriously and view them as an opportunity to improve our services.

We are regulated by the Institute of Certified Bookkeepers (ICB) and are committed to maintaining the professional standards required by our governing body.

Our aim is to ensure that every complaint is handled fairly, consistently, confidentially and without unnecessary delay.

Our Commitment

We aim to:

• Make it easy for clients to raise concerns or make a complaint.

• Treat all complaints seriously and professionally.

• Respond promptly and courteously.

• Investigate complaints fairly and impartially.

• Keep complainants informed throughout the process.

• Learn from complaints and use feedback to improve our services.

Stage 1: Informal Resolution

In many cases, concerns can be resolved quickly and informally.

If you are dissatisfied with any aspect of our service, please contact the member of staff responsible for your work or your usual Cashtrak contact as soon as possible by telephone or email.

We will make every reasonable effort to resolve the matter promptly and to your satisfaction.

Stage 2: Formal Complaint

If your concern cannot be resolved informally, you may submit a formal complaint.

Complaints should be sent in writing by email to:

Stacey Woodford
Email: stacey.woodford@cashtrak.co.uk

To help us investigate fully, please provide:

• Your name and contact details.

• Details of the issue or concern.

• Relevant dates and events.

• Any actions already taken to resolve the matter.

• Copies of any supporting documentation or correspondence.

• The outcome you are seeking.

Acknowledgement

We will acknowledge receipt of your formal complaint within five working days and confirm who is responsible for handling the matter.  

Investigation

We will investigate the complaint fairly and objectively, reviewing all relevant information and evidence.

Where necessary, we may contact you for additional information or clarification.

Any personal information provided during the investigation will be treated confidentially and handled in accordance with our Privacy Notice.

Outcome

We aim to provide a full written response within six weeks of receiving the complaint.

Our response will include:

• A summary of our investigation.

• Our findings.

• Any action taken or proposed.

• Information regarding any further steps available.

If additional time is required due to the complexity of the matter, we will keep you informed and provide revised timescales.

Escalation

If you remain dissatisfied after receiving our final response, you may refer the matter to our professional body:

Institute of Certified Bookkeepers (ICB)
Website: https://www.bookkeepers.org.uk

The ICB will advise whether the matter falls within its remit and explain any further steps available.

Time Limits

To enable a fair and effective investigation, complaints should normally be submitted as soon as possible after the issue arises.

Whilst we will endeavour to consider all complaints, delays in reporting concerns may affect our ability to investigate fully.

Complaints We May Not Investigate

We reserve the right not to investigate:

• Anonymous complaints.

• Vexatious or abusive complaints.

• Complaints where legal proceedings have commenced.

• Complaints which are clearly outside our scope of responsibility.

Contact Details

Cashtrak Ltd
Email: stacey.woodford@cashtrak.co.uk
Website: www.cashtrak.co.uk