Our Customer Service Charter

At Cartwrights, our shared values drive the way we work. We call it our "AAAA" rating.

Our Customer Service Charter

Our commitment to you:

A human touch

  • We will do our best to make your experience with us as enjoyable as possible
  • You will always be greeted with a friendly smile
  • We will speak in plain English and like to take a personable approach with you

An outstanding service

  • We have a "can do" attitude and go the extra mile for you
  • We will respond to all emails within 24 hours of receipt
  • We will always try to take your call and, if we can't, we will call you back within 24 hours
  • We will ensure your correspondence is appropriately acknowledged within 2 working days


  • We will stay up to date with the latest legislation rulings and adhere to the highest standards
  • We will ensure all our staff receive regular training and mentoring so they can offer the very best levels of service to you

A commitment to our fees

  • We will always try to agree fees in advance of the work being started
  • We will provide fixed fee quotes for all compliance work, such as audit, accounts preparation and completion of Tax Returns and can offer fixed fee work on all other areas if requested
  • You will never receive an unexpected bill from us

What we expect from you

Communication - please keep us up to date of any major changes or key decisions to your business or personal circumstances so we can give you the best advice all year round.

Questions - We like to be asked questions by our clients (even if you are worried they are daft!).  If we don't know the answer we will find out.

Courtesy - We request that you treat our team members professionally, fairly and with courtesy.

Honesty - We ask you to be honest and open with us when providing information so we can give you the very best advice at all times.

Feedback - Please give us feedback on how we are living up to our commitment to you.

Introductions - If you are delighted with our service, please don't keep it a secret! The biggest compliment you can give us is to introduce a friend or business associate who could benefit from our services.