Complaints Procedure

How to make a complaint

Email info@taxaccountant.co.uk with the subject “Formal complaint”, or telephone 0800 135 7323 if you need help setting out the issue. A written record usually allows the complaint to be investigated more efficiently.

If you complain on behalf of another person, we may need evidence that you are authorised to act.

What to include

your name and preferred contact details;
the relevant service, tax year, accounting period or reference;
a short chronology with important dates;
what you believe went wrong and how it affected you;
the outcome you would like; and
copies of key supporting correspondence, keeping original documents safe.

Do not send passwords, authentication codes or bank credentials. We will provide a secure method if confidential records are needed.

What happens after a complaint

Acknowledgement

We normally acknowledge a service complaint within five working days and identify any information needed.

Investigation

The records, agreed scope, communications and requested outcome are reviewed. Someone not materially involved will review it where practicable.

Outcome

We explain our findings, any proposed remedy and the available next step in writing.

We aim to provide a substantive response within 20 working days. If the matter is complex or depends on information from another person, we will explain the reason for delay and give a progress update.

Urgent deadlines continue to apply

A complaint does not pause an HMRC, Companies House, tribunal, payment or filing deadline.

Tell us immediately if a live deadline is involved. Unless we have expressly accepted responsibility in writing, you remain responsible for taking protective action and obtaining alternative assistance where needed.

Possible outcomes

Depending on the findings and what is fair, an outcome may include an explanation, correction, completion of agreed work, improved communication, a revised process, an apology, a fee review or another proportionate remedy. A requested outcome is considered but is not automatically guaranteed.

If you remain dissatisfied

Ask for the final response to be reviewed and explain which finding or remedy you dispute. If the engagement letter identifies a professional body or external complaints scheme, it will explain whether and how that route applies.

Nothing in this procedure removes a right to obtain independent advice or pursue a legal remedy.

Data-protection complaints

Make clear if the complaint concerns use of personal information. We will acknowledge a data-protection complaint within 30 days, take appropriate steps to investigate, provide progress information and issue an outcome without unjustifiable delay.

If you remain dissatisfied after contacting us, you may complain to the Information Commissioner’s Office. Service-quality and data-protection issues may be handled as separate parts of the same correspondence.

Fairness, confidentiality and records

Raising a complaint will not result in adverse treatment. Information is shared only with people who need it to investigate, respond, obtain advice or meet a legal or professional obligation.

We retain the complaint, evidence and response according to the retention criteria in the Privacy Policy.