Complaints Handling and Service Delivery
Effective date: 2 November 2026
How to complain
If something has gone wrong, contact us directly and we will deal with it.
| Channel | Details |
|---|---|
| thestandardsolutions01@gmail.com | |
| Telephone | +92 324 344 8929 |
| Post | 76-B, Street 19, Gulzar e Quaid, Rawalpindi, Pakistan |
Please include your company name, the service concerned, and what went wrong.
Our response times
| Stage | Timeframe |
|---|---|
| Acknowledgement of your complaint | Within 3 business days |
| Full response and proposed resolution | Within 15 business days |
| Where a complaint is complex and needs longer | We tell you why, and give a revised date within the same 15 business days |
| Escalation | Unresolved complaints are escalated to the principal, Syed M. Armagham Zia |
If we cannot resolve a complaint between us, it is handled under the Governing law and disputes clause in the Terms of Service.
Service delivery
All services are delivered electronically. There is no physical product, and nothing is shipped. Deliverables are reports, reconciled ledgers, returns and filings, provided through the agreed accounting platform, secure cloud link or email.
Where your engagement letter sets no specific timeline, these standard turnarounds apply.
| Service | Standard turnaround |
|---|---|
| Monthly bookkeeping and management accounts | Within 15 - 20 business days of receiving complete records for the period. Indicative only; actual delivery is confirmed once we have reviewed your records, and is adjusted for the volume and complexity of the transactions involved. Any revised date is agreed with you in advance. |
| Payroll processing | Indicative only; actual delivery is confirmed once we have reviewed your records, and is adjusted for the volume and complexity of the transactions involved. Any revised date is agreed with you in advance. |
| VAT and periodic tax returns | At least 10 - 15 business days before the statutory filing deadline, provided records are complete. Indicative only; actual delivery is confirmed once we have reviewed your records, and is adjusted for the volume and complexity of the transactions involved. Any revised date is agreed with you in advance. |
| Year-end accounts | Within 35 - 40 business days of receiving complete records. Indicative only; actual delivery is confirmed once we have reviewed your records, and is adjusted for the volume and complexity of the transactions involved. Any revised date is agreed with you in advance. |
| Ad hoc and advisory work | As agreed in writing for the specific piece of work |
Turnarounds run from the date we receive complete and accurate records. Incomplete or late submissions extend them accordingly.
Cancellation
- Monthly retainers. Cancel at any time by written notice. A 30-day notice period applies, and unused fees are refunded pro-rata as set out in the Refund Policy.
- Fixed-fee projects. Cancel before work begins for a full refund. Once work has started, you are charged for the portion completed and the balance is refunded.
- Our right to cancel. We may end an engagement under the Term and termination clause in the Terms of Service.