PURPLE CUSTOMER CHARTER
Customer service and value for money is the driving force behind our brand. We strive to get it right, first time, every time. Occasionally things do not go as planned. We believe that you have the right to know what level of service you can expect from us all the time even in those rare moments when we fall short of the high standards we have set ourselves.
To effect and to offer a consistent, prompt and reliable value for money accountancy and business advisory service especially for small and medium businesses.
Signing up with Purple Accounts
We will respond to your enquiry within 24 hours of receipt during the working week although this is usually much sooner. The quote we give is a low fixed fee for the services you have requested. If additional services, such
as tax returns, payroll services etc.. are required, the fixed fee will be amended to reflect the additional service level agreed.
We are committed to providing you with exceptional value for your money. By paying a low monthly fee, there are no nasty shocks at the end of the year. Our low fixed monthly fees are kept low by positive cash flow and effective use of resource and IT. This can only be achieved through prompt payment by clients each month. Our terms and conditions require you to pay on the first of each month in advance by standing order. Your fees are fixed for the entire year. Fee
changes will be agreed in advance, such as if you choose to increase your services, for example, payroll.
If the number of book keeping transactions for your business goes up, we will not automatically charge you for this.
If the increase is consistent over a 3 month period, we will then advise you accordingly.
We will call you back within 24 hours, where requested during the working week.
Your emails will be responded to within 24 hours, although this would be the maximum during the
Your overall service
We guarantee to only charge low fixed prices, agreed by you in advance
We guarantee not to tie you in to any contract
We guarantee to offer free initial advice on matters relating to your business affairs. If further work is required, this will be at the hourly rate with advance agreement from yourself.
The phone will be answered promptlywhen you call and we do not use call centres
Your documents and personal information will be protected and kept strictly confidential
You will be treated with courtesy and professionalism
We commit to lowering our paper usage and print costs.
Therefore, we will use email to contact you
(unless otherwise requested).
Comments, Questions and Complaints
We value your feedback and by creating this guarantee, we aim to provide every client with a
professional, courteous, prompt, low fixed fee service. If we do not meet with the guarantee we have
laid out, then we would appreciate your feedback and we will resolve the matter as soon as possible.
Your first contact should be with your Accountant.
In the event of the complaint not being resolved to your satisfaction with your Accountant, the matter should be raised with a Director.
How you can help
You can help us achieve and maintain this guarantee:
Documents should be received by this office no later than 2 weeks prior to a submission deadline
(we will send you a courtesy reminder).
To ensure that your contact details are up to date and advise us promptly of any changes
To ensure that your standing order is for the correct amount and paid promptly on the first day of each month, as per the terms and conditions of your contract with us.
As we continually look to improve our service levels, if you have any suggestions to further improve, please
get in touch with your comments and feedback.