Complaints Procedure • Tax Accountant Coventry • Client Care
Complaints Procedure
We aim to provide a professional, clear and reliable tax and accountancy service. If something has gone wrong, or you are unhappy with the service you have received, please tell us so we can review the matter and try to resolve it properly.
Complaints should first be raised with the head office of Tax Accountant. If your complaint is not responded to or resolved, you may be able to refer the matter to the relevant professional body that regulates the accountant, tax adviser or member involved in your work.
Internal complaint route
Raise your complaint with Tax Accountant first
If you are unhappy with our service, please raise the complaint with the head office of Tax Accountant first. This gives us the opportunity to investigate the issue, review the file, speak to the relevant team member and try to put things right where appropriate.
Please send your complaint in writing to the address or email below. We aim to acknowledge and respond to complaints within 14 days. If the matter is complex and needs more time, we will let you know and explain the next steps.
Complaint contact details
What to include
Help us investigate your complaint properly
A clear complaint helps us respond faster. Please include the relevant facts, dates, service area and supporting documents.
Your details
Include your full name, contact details, client reference if you have one, and the service you instructed us to provide.
What happened
Explain what went wrong, when it happened, who you dealt with and why you are unhappy with the service.
Relevant evidence
Attach copies of emails, engagement letters, invoices, HMRC letters, tax returns or other relevant documents.
What you want to happen
Tell us what outcome you are seeking, such as an explanation, correction, apology, review, refund request or further action.
Urgent deadlines
If your complaint involves an HMRC deadline, penalty, appeal deadline or filing date, please make this clear immediately.
Your professional body concern
If you know the accountant’s professional body, include it. If you do not know, ask us and we will tell you where appropriate.
Our investigation process
How we deal with complaints
Once we receive your complaint, we will review the issue and decide who should investigate it. Where possible, the complaint will be handled by someone with sufficient seniority and experience and, where practical, not the person directly involved in the issue.
We may ask you for further information or documents. We may also review the engagement letter, correspondence, work papers, HMRC records, invoices, deadlines and any advice provided.
We aim to provide a written response within 14 days. If more time is needed because the matter is complex, because documents are missing, or because we need to speak to third parties, we will tell you when we expect to respond.
If we find that your complaint is justified in whole or in part, we will explain what action we propose to take. This may include clarification, correction, further review, apology, fee adjustment where appropriate, or another proportionate remedy.
Escalation
If your complaint is not resolved
Each accountant, bookkeeper or tax adviser may be registered with a different professional body. If your complaint is not responded to within 14 days, or if you remain dissatisfied after our final response, you may be able to raise the matter with the professional body that regulates the individual or firm involved.
Professional bodies normally expect you to try to resolve the complaint with the accountant first. They may also ask for copies of your complaint, our response, engagement letter, invoices and supporting evidence.
Important limitation
Professional bodies usually deal with professional conduct, ethical breaches and regulatory matters. They may not deal with every fee dispute, commercial disagreement, compensation claim or civil dispute.
If you want compensation, damages or legal remedies, you may need to seek independent legal advice.
Professional body routes
Where to escalate a complaint
The correct route depends on the professional body of the accountant, tax adviser, bookkeeper or firm involved in your work.
Institute of Financial Accountants
IFA members and IFA-regulated firms
If the accountant is an IFA member, you can complain to the IFA using its online or hard copy complaint form. The IFA investigates alleged breaches of its Bye-laws, professional and ethical standards. The IFA says it has no power to award compensation or monetary settlement.
IFA complaints may be assessed, sent to the member for comments, and referred to an independent investigations committee. Outcomes may include dismissal, consent order, caution, reprimand, fine, costs or referral to a disciplinary committee.
IFA complaints processICAEW
Chartered Accountants and ICAEW firms
ICAEW says you should usually first talk to your accountant and, if unresolved, write to them and ask them to respond within 28 days. ICAEW can only consider complaints where the individual, student or firm is regulated by ICAEW.
ICAEW may carry out an initial assessment, investigate further, and where appropriate refer matters through its conduct process. ICAEW notes that fee disputes are generally contractual and may not fall within its disciplinary role.
ICAEW complaints processACCA
ACCA members, firms, affiliates and students
ACCA requires members to operate an internal complaint process and says that, in appropriate complaints, the first step is to lodge a formal complaint with the member. If local resolution fails, ACCA may consider conciliation, investigation or disciplinary referral.
Complaints to ACCA should be made using the ACCA complaint form with supporting evidence and sent to ACCA’s complaint assessment email address.
ACCA complaints processAAT
AAT licensed members and bookkeepers
AAT expects the licensed member to have had an opportunity to resolve the complaint through their own internal complaints process before AAT intervenes. AAT complaints must be supported by evidence.
AAT states that it normally considers complaints raised within one year of the issue, unless exceptional circumstances apply, and that it does not generally investigate fee disputes, civil disputes or matters outside its regulatory powers.
AAT complaints processCIOT
Chartered Tax Advisers and CIOT members
Complaints about CIOT members are handled by the Taxation Disciplinary Board. CIOT explains that the TDB is responsible for the independent disciplinary process and expects the member to have been given the opportunity to respond before escalation.
CIOT and the TDB do not generally get involved in fee disputes between members and clients. The complaint route is focused on professional standards and disciplinary issues.
CIOT complaints processATT
Association of Taxation Technicians members
Complaints about ATT members are also handled by the Taxation Disciplinary Board. The TDB expects the adviser or firm to be given an opportunity to respond before the matter is escalated.
ATT states that ATT, CIOT and TDB do not get involved in fee disputes between members and clients. Misconduct, ethical standards and professional behaviour are the main focus.
ATT complaints processCIMA / AICPA & CIMA
CIMA members and registered candidates
CIMA’s conduct process investigates allegations of misconduct against individual CIMA members or registered candidates. CIMA explains that it does not regulate firms in the same way, so complaints are made against the individual member or registered student.
CIMA says complainants should provide a clear summary, dates, supporting evidence, details of legal proceedings and consent for documents to be disclosed to relevant parties within the process.
CIMA complaints processICAS
ICAS Chartered Accountants
ICAS says it is committed to maintaining public confidence in the accountancy profession through rigorous but fair regulation. Complaints against ICAS members should be made through the ICAS complaints and sanctions route.
If your accountant is an ICAS member, you should check the ICAS complaint guidance and follow its complaint form and evidence requirements.
ICAS complaints processNot sure who regulates the accountant?
Ask before escalating
If you are not sure which professional body applies, ask the accountant or firm to confirm the professional body, membership number and regulatory route. You may also check the relevant professional body’s public member directory.
If no professional body applies, you may need to consider alternative dispute resolution, legal advice, court action, HMRC routes, Companies House routes, or another relevant authority depending on the issue.
Ask us to confirmWhat regulators can and cannot do
Professional bodies are not always compensation schemes
Professional bodies mainly deal with professional conduct, ethical standards, regulatory compliance and disciplinary matters. They may not resolve every client dispute, especially where the issue is mainly about fees, contract terms, commercial disagreement or compensation.
For example, the IFA says it has no power to award compensation or monetary settlement. AAT, CIOT and ATT also make clear that fee disputes are generally outside their disciplinary role. ACCA notes its process is not a substitute for court claims and that compensation through its disciplinary route is limited.
You may need a different route for
- Pure fee disputes.
- Claims for compensation or damages.
- Contract disputes.
- Professional negligence claims.
- Criminal allegations.
- Disputes already before a court or tribunal.
Professional negligence and legal claims
When a complaint is not enough
A complaint procedure is designed to review service concerns and professional conduct issues. It is not always the correct route for recovering financial loss, starting a legal claim, or resolving a detailed contractual dispute.
If you believe you have suffered financial loss because of professional negligence, you may need independent legal advice. You should also be aware of limitation periods and pre-action requirements.
Important note
Raising a complaint with us or a professional body may not stop HMRC deadlines, appeal deadlines, court deadlines or limitation periods. You should take advice quickly if a deadline is approaching.
Send your complaint
Write to us with the details
Please use the form below to send a complaint summary. If the matter involves confidential documents, HMRC letters, engagement letters or tax returns, we may ask you to send them through a secure method after reviewing the initial complaint.
Common questions
Complaints Procedure FAQs
Where should I send my complaint first?
Please send your complaint first to Tax Accountant head office at 3 Brindley Place, Birmingham, West Midlands, England, B1 2JB, or by email to info@taxaccountant.co.uk.
How long will you take to respond?
We aim to respond within 14 days. If the complaint is complex or we need more time to review documents, we will let you know.
Can I complain directly to a professional body?
You may be able to, but most professional bodies expect you to first give the accountant or firm an opportunity to respond to the complaint. You should normally raise the issue with us first unless the issue is urgent, serious or inappropriate to raise internally.
Which professional body should I complain to?
The correct professional body depends on the accountant, tax adviser or bookkeeper involved. Examples include IFA, ICAEW, ACCA, AAT, CIOT, ATT, CIMA and ICAS. Ask the firm to confirm the relevant professional body if you are unsure.
Can a professional body award compensation?
Not always. Many professional bodies focus on conduct and disciplinary matters, not compensation or civil disputes. If you are seeking compensation, you may need independent legal advice.
Can I complain about fees?
You can complain to us about fees or billing. However, many professional bodies do not usually investigate pure fee disputes because they are often contractual or civil matters.
Will my evidence be shared with the accountant?
Professional bodies commonly share complaint evidence with the member so they can respond. You should check the relevant professional body’s process before submitting confidential material.
Will a complaint stop HMRC deadlines?
No. A complaint does not automatically stop HMRC filing deadlines, appeal deadlines, payment deadlines, penalties or interest. You should take urgent advice if a tax deadline is approaching.
Need to raise a concern?
Tell us clearly so we can review it
Send your complaint in writing with the key facts, documents and outcome you are seeking. We will review it and aim to respond within 14 days.
