Effective date: 19 August 2026
Last reviewed: 19 August 2026
At Nefe Ledger, we want our bookkeeping and finance administration services to be accurate, organised, reliable and easy to work with.
We take concerns seriously. If something has gone wrong, we want you to tell us so that we can understand the issue, respond fairly and, where appropriate, put things right.
This Nefe Ledger Complaints Policy explains how to make a complaint, how we will investigate it and what you can do if you remain dissatisfied.
1. About Nefe Ledger
Nefe Ledger is the trading name of Nefe Oguntoye.
Business address:
5th Floor
167–169 Great Portland Street
London
W1W 5PF
United Kingdom
Email: info@nefeledger.com
Website: nefeledger.com
Nefe Ledger provides online bookkeeping and finance administration services to small businesses, sole traders, freelancers and other owner-managed businesses across the UK.
2. Our Approach to Complaints
We aim to handle every complaint:
- fairly;
- respectfully;
- objectively;
- confidentially where appropriate;
- as quickly as reasonably possible; and
- with clear communication throughout the process.
Raising a genuine complaint will not result in you being treated unfairly or prevent you from raising concerns about our services.
We may, however, continue to apply the terms of our client Agreement while a complaint is being investigated, including provisions relating to fees, information requests, security and appropriate conduct.
3. What Counts as a Complaint?
A complaint is an expression of dissatisfaction about Nefe Ledger's services, actions or handling of a matter where you would like us to respond or take action.
For example, you may wish to complain about:
- the quality or accuracy of bookkeeping work;
- finance administration services;
- delays or missed agreed timescales;
- communication or customer service;
- an invoice, fee or additional charge;
- the handling of your information;
- confidentiality or information security;
- the way we handled a previous concern; or
- the conduct of someone providing services on behalf of Nefe Ledger.
You do not need to use the word “complaint” for us to treat your concern as one.
4. How to Make a Complaint
The easiest way to make a complaint is by email.
Email: info@nefeledger.com
You can also write to:
Nefe Oguntoye trading as Nefe Ledger
5th Floor
167–169 Great Portland Street
London
W1W 5PF
United Kingdom
Please provide as much relevant information as you reasonably can.
It is helpful to include:
- your name and business name;
- your contact details;
- the service your complaint relates to;
- a clear explanation of what happened;
- relevant dates;
- copies of relevant documents or correspondence;
- details of anyone you have already discussed the matter with; and
- what you would like us to consider doing to resolve the complaint.
You can still make a complaint if you do not have all of this information.
If you need reasonable assistance or an adjustment to help you make or communicate a complaint, please tell us.
5. What Happens After You Complain?
Step 1 — We acknowledge your complaint
We aim to acknowledge your complaint within three business days of receiving it.
We will normally confirm that we have received the complaint and explain what happens next.
Where appropriate, we may ask you for further information or clarification.
Step 2 — We investigate
We will review the complaint fairly and objectively.
Depending on the circumstances, this may include:
- reviewing bookkeeping records;
- checking invoices, reconciliations or reports;
- reviewing emails and other communications;
- reviewing relevant systems or audit trails;
- speaking to people involved;
- asking you for additional information; and
- considering whether our processes or services could have been improved.
We will consider the available evidence before reaching a conclusion.
Step 3 — We respond
We aim to provide a full written response within 10 business days of acknowledging your complaint.
Our response will normally explain:
- our understanding of your complaint;
- what we investigated;
- the outcome;
- the reasons for our conclusion;
- any action we propose to take; and
- what you can do if you remain dissatisfied.
If we cannot reasonably complete the investigation within 10 business days, we will tell you.
We will explain why more time is required and provide an updated expected response date.
For more complex complaints, we will normally aim to provide a substantive response within 20 business days, where reasonably practicable.
6. Putting Things Right
If our investigation identifies that Nefe Ledger made a mistake or that our service fell below the standard we aim to provide, we will acknowledge this.
Depending on the circumstances, an appropriate resolution might include:
- correcting bookkeeping records;
- completing outstanding agreed work;
- correcting an administrative error;
- providing further explanation;
- reviewing an invoice or charge;
- improving a process;
- improving communication;
- apologising; or
- taking other reasonable corrective action.
The appropriate response will depend on the nature and circumstances of the complaint.
Nothing in this policy guarantees a particular financial remedy, refund or outcome.
7. If You Are Still Dissatisfied
If you are unhappy with our initial response, you can ask us to review the complaint again.
Please email:
Tell us why you remain dissatisfied and include any new information that you believe should be considered.
The escalated complaint will normally be reviewed by Nefe Oguntoye, Owner of Nefe Ledger.
Where Nefe Oguntoye has been directly involved in the matter and an independent internal review is not reasonably possible, we may obtain appropriate input from an independent professional adviser where this would assist in reviewing the complaint fairly.
We aim to acknowledge an escalation within three business days.
We will normally aim to provide our final written response within 10 business days of receiving the escalation.
If additional time is required, we will explain why and provide an updated timescale.
8. Data Protection Complaints
If your complaint concerns the way Nefe Ledger has collected, used, stored, shared, protected or otherwise handled your personal information, please make this clear when contacting us.
Examples may include concerns about:
- how your personal information has been used;
- the security of your information;
- how long information has been retained;
- information being inaccurate;
- an information-rights request;
- an alleged personal-data breach; or
- information being disclosed to another person or organisation.
We will handle data-protection complaints in accordance with applicable UK data protection law and our Privacy Policy.
Where the complaint concerns personal data we process on behalf of one of our clients, we may need to involve the relevant client because they may be the data controller responsible for the information.
If you are dissatisfied with how we handle a data-protection complaint, you may have the right to complain to the Information Commissioner's Office (ICO).
Information about making a complaint is available from the ICO at ico.org.uk.
We would normally encourage you to raise the matter with us first so that we have an opportunity to investigate and respond.
9. Other Independent Resolution
We aim to resolve complaints directly wherever possible.
If a non-data-protection complaint cannot be resolved through our internal process, you may wish to:
- obtain independent legal advice;
- consider mediation or another appropriate form of dispute resolution; or
- contact an appropriate regulator, supervisory organisation or dispute-resolution body where one has jurisdiction over the particular issue.
Nefe Ledger does not state that it belongs to a particular ombudsman or alternative dispute-resolution scheme unless this is specifically confirmed to you in writing.
The appropriate external route, if any, will depend on the nature of the complaint and the services involved.
Nothing in this policy removes or restricts any legal or contractual rights available to you.
10. Complaints About Independent Accounting Services
Nefe Ledger may introduce clients to Avonlea Accounting or another independent professional for services outside Nefe Ledger's bookkeeping and finance administration scope.
For example, this may include annual accounts, Corporation Tax or Self Assessment services.
Where you have entered into a separate engagement directly with Avonlea Accounting or another independent professional, complaints about their services, advice, fees or conduct should normally be made directly to that business under its own complaints procedure.
Nefe Ledger cannot determine complaints about independently provided professional services.
If your complaint instead concerns the way Nefe Ledger handled the referral or transferred information, you can raise that issue with us under this policy.
11. Confidentiality and Privacy
We will handle information provided as part of a complaint carefully.
We may use complaint information where reasonably necessary to:
- investigate your concern;
- communicate with you;
- resolve the complaint;
- improve our services;
- obtain professional advice;
- meet legal or regulatory obligations;
- protect information and systems; or
- establish, exercise or defend legal rights.
Information will only be shared where there is an appropriate reason to do so.
Personal information will be handled in accordance with our Privacy Policy and applicable UK data protection requirements.
12. Keeping Records of Complaints
We will maintain appropriate records of complaints.
These may include:
- when the complaint was received;
- what issues were raised;
- relevant correspondence;
- evidence reviewed;
- our investigation;
- our response;
- the outcome;
- any corrective action taken; and
- any escalation.
Complaint information will only be retained for as long as reasonably necessary, taking account of legal, contractual, regulatory, insurance and legitimate business requirements.
We may also review complaints to identify recurring issues and opportunities to improve our services or procedures.
13. Abusive or Unreasonable Communication
We understand that people may feel frustrated or upset when making a complaint, and we will always try to deal with concerns respectfully.
However, we do not expect anyone working with Nefe Ledger to accept communication or behaviour that is threatening, abusive, discriminatory or harassing.
We may take reasonable steps to manage communications where their frequency, nature or volume makes it difficult to investigate the complaint effectively.
This might include agreeing a particular contact method or limiting repetitive communication.
Where reasonably possible, we will continue to consider the underlying complaint fairly.
14. Changes to This Complaints Policy
We may update this policy from time to time to reflect changes in:
- our services;
- our internal procedures;
- relevant legislation;
- regulatory guidance; or
- the way Nefe Ledger operates.
The Last reviewed date at the top of the page will be updated when material changes are made.
The version published on our website will be the current version.
15. Contact Nefe Ledger
If you would like to make a complaint or have a question about this policy, please contact:
Nefe Oguntoye trading as Nefe Ledger
5th Floor
167–169 Great Portland Street
London
W1W 5PF
United Kingdom
Email: info@nefeledger.com
Website: nefeledger.com
Clear books. Calm business.