We want every client to be satisfied with the service they receive. If something has gone wrong, or has simply not been handled as you expected, we would like the chance to put it right. Raising a concern will never affect how we treat you.
Step 1 — Speak to the person handling your work
Most issues are resolved quickest by the adviser who knows your affairs. Contact your named adviser directly, by telephone or email, and explain what has happened and what you would like us to do. Many concerns are settled at this stage, the same week.
Step 2 — Make a formal complaint
If you would prefer not to raise it with your adviser, or you are not satisfied with the response, please make a formal complaint. Write to us and mark your message "Formal complaint".
- By email
- info@taxace.co.uk
- By telephone
- 020 3965 9902
- By post
- The Complaints Handler, TAXACE LTD, 44 Broadway, London, England, E15 1XH.
What to include
So that we can look into the matter properly first time, please tell us:
- your name, and the name of the business or individual the work relates to
- the name of the adviser or team member involved, if you know it
- what happened, and when
- what impact it has had on you
- what you would like us to do to put it right
- anything you have already sent us or discussed with us about it
What happens next
- We acknowledge your complaint in writing and confirm who is dealing with it.
- We review the file, and speak to the people involved.
- We may come back to you for anything we need in order to understand what happened.
- We write to you with our findings, our decision, and — where we have got something wrong — what we are doing about it.
We acknowledge every formal complaint in writing and tell you at that point who is dealing with it and roughly how long we expect to take. If the investigation turns out to need longer than we first said, we tell you why and give you a revised date rather than letting the matter go quiet.
If you are still not satisfied
If we have not resolved your complaint to your satisfaction, you can ask us to review it again at a more senior level. Tell us why you remain dissatisfied and what outcome you are seeking, and we will look at the matter afresh.
Escalating to AAT
Our accountancy services are provided under an AAT practising licence. AAT operates a complaints process covering the professional conduct of its licensed members, and you may refer your complaint to AAT if you remain dissatisfied after we have responded. Details of what AAT can consider, and how to submit a complaint, are published on the AAT website at aat.org.uk.
AAT will normally expect you to have raised the matter with us first, so please allow our procedure to run its course before escalating.
Other routes
- Data protection — if your complaint concerns how we have handled your personal data and you are not satisfied with our response, you may complain to the Information Commissioner’s Office at ico.org.uk. Our Privacy Notice explains your rights.
- Fees — if your complaint is about a fee, please raise it with us as soon as the invoice reaches you rather than waiting; fees are far easier to discuss while the work is fresh.
How we record complaints
Every formal complaint is recorded, together with what we found and what we changed as a result. We review those records so that the same problem does not recur. Complaint records are held in line with our Privacy Notice.