Members are reminded of the free online Dispute Resolution Toolkit, which offers practical guidance on how to reduce the number of client disputes, and manage any that occur.  
 
Client complaints 
Each year the Institute receives a large number of calls and complaints from clients about fees charged by members and difficulties communicating with their accountant. This usually includes a failure by both parties to reach a clear agreement about the services to be performed, and the basis on which these will be charged. Failure to handle disputes effectively can lead to disciplinary action by the Institute.  
 
The Dispute Resolution Toolkit assists practitioners in complying with paragraph 26 of APES 320: Quality Control for Firms and Regulation 1219 
 
The toolkit 
The Dispute Resolution Toolkit simplifies and standardises processes, using a pro-forma Client Information and Assessment Questionnaire. This can be used or adapted to ensure that there is clarity on what a client requires, and that there is the capacity and expertise to meet those requirements.  
It also includes techniques for dealing with a dispute effectively. This includes:

• Being up front: clarifying with clients the services to be provided, and the basis on which fees will be calculated (by way of an engagement letter, or equivalent)
• Communicating: keeping clients abreast of progress, including any changes in the original fees quoted
• Transparancy: providing adequate explanation in invoices, illustrating how fees are arrived at
• Managing complaints: establishing a procedure to resolve any disputes that arise, to avoid them escalating and damaging client relationships.

• The Institute: Dispute Resolution Toolkit word format
• The Institute: Dispute Resolution Toolkit pdf format