Complaints Procedure • Tax Accountant London • Client Care
Complaints Procedure
We aim to provide a professional, clear and reliable service to every client. If something has gone wrong, or you are unhappy with the service you have received, please tell us so the matter can be reviewed properly.
Please raise a complaint as soon as possible after the issue arises. This helps us review the engagement terms, emails, documents, deadlines and work carried out while the facts are still clear.
How to complain
How to make a complaint to Tax Accountant London
If you are unhappy with our service, please send your complaint in writing by email. A written complaint helps us understand the issue clearly and review the relevant records.
Your complaint should include your name, contact details, the service you instructed us to provide, the tax year or matter involved, what you are unhappy about, and what outcome you are seeking.
Complaints contact details
3 Brindley Place, Birmingham B1 2JB
Information we need
What to include in your complaint
A clear written complaint helps us investigate the matter properly and respond with a considered position.
Your details
Your full name, email address, telephone number and the client or taxpayer the work related to.
The service involved
The tax return, advice, disclosure, accounts, VAT, payroll, HMRC matter or other service concerned.
What happened
A short timeline of events, including dates, communications, deadlines and HMRC correspondence.
Outcome requested
Tell us what you would like us to review, correct, explain or resolve.
Our complaints process
How we deal with complaints
Acknowledgement
We will acknowledge your complaint and confirm that it will be reviewed. We may ask for further information if the complaint is unclear or documents are missing.
Internal review
We will review the engagement terms, emails, documents, tax work, advice given, deadlines and any relevant file notes.
Written response
We will provide a written response setting out our understanding of the complaint, our review findings and any proposed next steps.
Further review if needed
If you remain unhappy, you should explain why. We will consider whether any further internal review is appropriate.
Fair review
We review complaints against the agreed scope of work.
Tax and accountancy work is often fact-sensitive. When reviewing a complaint, we consider the engagement letter, agreed scope, records provided, instructions received, deadlines, HMRC correspondence and communications between us.
If you remain unhappy
What happens if the complaint is not resolved?
If you remain dissatisfied after our internal complaints process has been completed, you may be able to refer the matter to the relevant professional body or external route depending on the nature of the work, the person responsible and the regulatory framework that applies.
We will provide relevant details in our final response where appropriate. This page does not replace the terms of business or engagement letter agreed with you.
Useful documents to keep
- Signed engagement letter or terms of business
- Fee quote and payment records
- Emails and written instructions
- Tax return copies or advice documents
- HMRC letters, penalties or notices
- Documents you provided to us
Client responsibility
Please provide accurate information and relevant documents.
We can only review a complaint properly where the relevant documents, facts and communications are available. If the complaint relates to tax filings, disclosures, HMRC correspondence or calculations, please include the tax year, HMRC reference where available, and copies of any relevant letters.
Before sending your complaint, prepare one clear email.
To help us review the matter properly, send one email to head office with the key facts, documents and the outcome you are asking us to consider.
Use “Formal complaint” and include your name or client reference if available.
List the important dates, instructions, deadlines and responses in order.
Attach engagement terms, emails, tax documents, HMRC letters and payment records.
Email info@taxaccountant.co.uk or write to 3 Brindley Place, Birmingham B1 2JB.