I had the privilege of attending the ICAEW Support Members’ annual conference yesterday. I was there in my capacity as vice-chairman of the ICAEW Ethics Advisory Committee.
I thought it would be helpful to share a few of the learning points that may be of interest and value to accountants who find themselves the subject of a complaint.
The following five tips were shared by the Head of Investigation at ICAEW, but are, I’m sure, equally relevant to members of other bodies:
- Don’t bury your head in the sand; seek help and support early on**
- Focus on the facts
- Engage with your professional body when they approach you re a complaint
- Try to remove the emotion and address things as objectively as you can
- Explain any mitigating circumstances as early as possible
**Members of the ICAEW who are the subject of a complaint are welcome to take advantage of the Support Members’ scheme. Full details here: www.icaew.com/support The volunteer team of support members are always on hand to act as a listening ear and offer non-judgmental assistance for working or retired members. The service provides free confidential advice to provide independent support for ICAEW members.
From personal worries about health, money or family to work-related concerns about professional ethics, regulation and discipline – support members are ready to listen.
The following ICAEW helplines are, perhaps, not as well known as they might be:
Support members
+44 (0)800 917 3526
Advisory helpline
+44 (0)1908 248 250
Library enquiry helpline
+44 (0)20 7920 8620
Free legal helpline
+44 (0)845 567 6003
Sensible advice irrespective of your Institute. I would add don’t try to paint the complainant as black as possible in written or verbal exchanges with your body and if you throw into the mix that you have illness issues that have caused problems be prepared to explain just what you did and how you informed your clients.