Terms of Business • Client Engagement • Tax Accountant Coventry
Terms of Business
These Terms of Business explain how Financials Direct Limited T/A Tax Accountant Coventry works with clients, how we accept instructions, how fees are agreed, when work starts, what happens if a client cancels, and what both parties should expect during an engagement.
We do not normally start chargeable work until identity checks, proof of address, client due diligence, engagement terms and fee approval have been completed. This protects you, protects us and helps us comply with professional and anti-money laundering obligations.
Important status
These terms apply with your engagement letter
These Terms of Business apply to services provided by Financials Direct Limited T/A Tax Accountant Coventry unless different terms are agreed in writing. They should be read together with our engagement letter, fee quote, privacy policy, legal disclaimer and any service-specific schedule we issue.
If there is a conflict between these Terms of Business and a signed engagement letter, the engagement letter will normally take priority for the specific work described in that letter.
These terms cover
- How we accept instructions.
- AML, identity and onboarding checks.
- Engagement letters and scope of work.
- Fees, deposits and payment terms.
- Cancellation and withdrawal rights.
- Client responsibilities and records.
- Limitation of responsibility and complaint handling.
Our engagement process
How we accept a client and start work
We use a structured process so that the scope, fee, records, responsibilities and compliance checks are clear before work begins.
Initial enquiry
You contact us with a tax, accounting, HMRC or advisory issue. At this stage, no adviser-client relationship is created and we are not responsible for deadlines unless formally engaged.
Information review
We may ask for basic facts such as the tax year, income type, HMRC deadline, property details, company information, records available and the outcome required.
ID and AML checks
Before accepting work, we may request identity documents, proof of address, company details, beneficial owner details and information required for anti-money laundering checks.
Quote and scope
We confirm the proposed service, estimated or fixed fee, what is included, what is excluded and whether any extra work would require a separate quote.
Engagement letter
We issue an engagement letter setting out the agreed work. You must accept the engagement terms before we start chargeable work, unless agreed otherwise in writing.
Work starts
Work starts after onboarding, engagement acceptance and any required payment or deposit. We may decline or pause work if information or documents are missing.
Anti-money laundering
Identity checks, proof of address and client due diligence
We are required to carry out client due diligence and anti-money laundering checks before accepting certain work. This may include verifying your identity, proof of address, source of funds information where relevant, business ownership information, beneficial owner information, sanctions screening, politically exposed person checks and risk assessment.
We may use electronic identity verification systems, secure onboarding tools or third-party providers to carry out checks. You agree to provide accurate and complete information requested for these purposes.
We may refuse to act, suspend work, withdraw from an engagement or decline to release work where required information is not provided, where identity cannot be verified, where AML checks are not satisfactory, or where professional, legal or regulatory obligations prevent us from continuing.
We are not responsible for delays caused by incomplete onboarding, missing ID, failed verification, incomplete beneficial ownership information or delayed client responses.
Engagement letter
No chargeable work starts until the engagement is accepted
An engagement letter records the scope of work, responsibilities, fee basis and service terms. It protects both parties by confirming what we have agreed to do and what is outside scope.
Unless we expressly agree otherwise, we do not begin chargeable work until the engagement letter has been accepted, onboarding has been completed, and any required payment or deposit has been received.
The engagement letter may include
- The client name and service required.
- The tax year, company year or period covered.
- The fixed fee, estimated fee or hourly rate.
- The documents and records required.
- Client approval and filing responsibilities.
- Exclusions and work outside scope.
- Cancellation and payment terms.
Client responsibilities
Your responsibilities as a client
You are responsible for providing full, accurate and timely information. We rely on the records, explanations and documents you provide. You must tell us about all relevant facts, income sources, gains, HMRC letters, deadlines and previous filings.
You remain legally responsible for your tax returns, accounts, disclosures, claims, elections and submissions, even where we prepare or file them on your behalf. We will normally ask you to approve figures before submission.
You must tell us about
- All income sources and gains for the relevant tax year.
- HMRC letters, penalties, enquiries or deadlines.
- Foreign income, overseas tax, crypto, property sales or gifts.
- Joint ownership, trusts, nominees or beneficial ownership issues.
- Business records, VAT records, payroll records and company details.
- Any uncertainty, missing documents or estimated figures.
Fees and payment
How our fees work
Fees are agreed before work starts where the scope is clear. Where work becomes more complex, incomplete or urgent, we may need to revise the fee or issue a separate quote.
Fixed fees
A fixed fee applies only to the work described in the engagement letter. It assumes the facts are complete, records are clear and the work does not move outside the agreed scope.
Estimated fees
Estimated fees are not final fees. They are guide prices until we review the facts, records, deadline and complexity. We confirm the fee before starting work.
Hourly work
Where work is charged by time, fees are based on time spent, complexity, seniority of staff involved, urgency and professional judgement required.
Deposits and advance payments
We may request full payment, part payment or a deposit before work starts. This is common for new clients, urgent work, HMRC matters, disclosures and advisory work.
Extra work
Work outside the agreed scope may be charged separately. Examples include HMRC correspondence, missing records, amendments, disclosure work, urgent deadlines or technical advice.
Payment before filing
We may withhold filing, submission, reports, calculations, advice or further work until invoices, deposits or agreed payments are made.
Cancellation and withdrawal
Your right to cancel and our right to charge for work done
Before the engagement letter is accepted, you may withdraw your request for a quote or proposal at any time. Unless we have agreed otherwise or already carried out chargeable work at your request, there will normally be no fee before engagement.
Once the engagement letter has been accepted, a contract may exist between you and us. If you later cancel or withdraw instructions, we are entitled to charge for time already spent, work already performed, disbursements incurred, third-party costs, onboarding work, AML work, document review, correspondence, calculations, drafting, advice, scheduling and administrative time already committed to the matter.
Where we have quoted a fixed fee and you cancel before completion, we will not automatically charge the full fixed fee. Instead, we may charge a fair and reasonable amount for the work carried out up to the cancellation date, based on time spent, complexity, work completed, urgency, senior involvement and costs incurred.
If work has been fully completed before you cancel, the full agreed fee may remain payable, subject to any legal cancellation rights that apply.
Consumer cancellation rights
Distance and off-premises contracts
If you are a consumer and we agree the contract with you online, by email, by telephone or away from our business premises, you may have a legal right to cancel within 14 days.
If you ask us to start work during the 14-day cancellation period, you agree that we may begin work before the cancellation period ends. If you then cancel, we may charge a reasonable amount for the work already supplied up to the point of cancellation.
If the service has been fully performed after your express request to start early and you acknowledged that cancellation rights may be lost once the work is fully performed, you may lose the right to cancel that completed service.
Important practical point
Many tax matters are time-sensitive. If you ask us to start urgently within the 14-day period, you should understand that cancellation may not mean a full refund if work has already been done.
This clause is intended to reflect consumer cancellation rules for services and should be read with the engagement letter and any cancellation notice provided to you.
Business clients
Cancellation by business clients
If you instruct us for business, trade, profession, company, partnership, landlord business or commercial purposes, consumer cancellation rights may not apply.
If a business client cancels after the engagement has been accepted, we may charge for work done, time spent, costs incurred and resources allocated up to the cancellation date. Where a fixed fee was agreed, we may charge a reasonable proportion of that fee or time-based fee for work already carried out.
Examples of chargeable work after cancellation
- Reviewing documents and records.
- AML, onboarding and risk assessment time.
- Email, call and meeting time.
- Tax calculations or draft advice.
- HMRC correspondence or draft replies.
- Return preparation, accounts work or disclosure preparation.
- Administrative time and third-party costs.
Urgent work
Urgent deadlines and work started at your request
Where you ask us to start work urgently, including during any cancellation period, you must provide clear instructions and documents promptly. Urgent work may require payment in advance and may carry an urgency fee.
By asking us to start urgent work, you accept that we may immediately allocate time, review documents, prepare calculations, draft responses, communicate with you and carry out professional work. If you later cancel, we may charge for the time spent and costs incurred up to the point of cancellation.
We do not guarantee that urgent deadlines can be met unless we expressly confirm this in writing and you provide all required information, authority, approval and payment in time.
Scope and limitations
What is included and what is outside scope
We only provide the services described in the engagement letter. Unless expressly agreed, we do not audit records, verify every document, provide legal advice, provide regulated financial advice, advise on investment products or monitor future deadlines after the engagement ends.
If you need extra work, advice on a new issue, HMRC correspondence, an appeal, disclosure, amendment, residence review, CGT advice, VAT advice or company restructuring advice, this may require a separate quote or engagement.
Not included unless agreed
- Responding to future HMRC enquiries.
- Amending earlier-year returns.
- Preparing disclosures for undeclared income.
- Reviewing all bank transactions unless agreed.
- Legal, immigration, investment or financial advice.
- Monitoring deadlines after the agreed work is completed.
- Advice for connected parties who are not our client.
HMRC work
HMRC checks, disclosures and investigations
HMRC work can be unpredictable. The time required may depend on the quality of records, number of tax years, HMRC questions, penalty exposure, behaviour category, technical issues and correspondence required.
A quote for HMRC work covers only the agreed stage unless stated otherwise. Further HMRC questions, meetings, appeals, settlement discussions or additional calculations may require a further quote.
HMRC work may include
- Reviewing HMRC letters and deadlines.
- Preparing disclosure calculations.
- Drafting replies and explanations.
- Reviewing penalties and reasonable excuse points.
- Corresponding with HMRC where authorised.
- Advising on next steps and settlement options.
Documents and records
Documents you provide to us
You are responsible for keeping original records and providing accurate copies where required. We may ask for documents through email, portal, secure upload, onboarding links or another agreed method.
We are not responsible for inaccurate work caused by missing, incomplete, misleading or late information supplied by you or a third party. If records are incomplete, we may pause work, request further information or revise the fee.
Record quality matters
- Keep copies of all tax and accounting records.
- Tell us where figures are estimated.
- Do not withhold HMRC letters or earlier returns.
- Provide records by the requested deadline.
- Tell us if documents are incomplete or uncertain.
- Approve final figures only after checking them.
Communication
Email, telephone, video meetings and portals
We may communicate by email, telephone, video call, appointment booking systems, online portals, secure upload tools or other reasonable methods. You must keep your contact details up to date.
Email is not completely secure. If information is sensitive, we may request that documents are provided through a secure method. You should not send passwords or unnecessary sensitive information by ordinary email.
Client communication duties
- Respond promptly to information requests.
- Notify us of new HMRC letters immediately.
- Tell us if your address, email or telephone changes.
- Check draft returns, reports and calculations carefully.
- Do not assume work has been filed until we confirm submission.
Filing and approval
Approval before submission
Where we prepare tax returns, accounts, VAT returns, payroll submissions, disclosures or HMRC replies, we may ask you to review and approve the documents before submission. You are responsible for checking that the information is complete and accurate.
We will not normally submit a tax return, disclosure, company document or HMRC response without your approval unless a specific authority or engagement arrangement provides otherwise.
You remain responsible for paying tax, interest, penalties, VAT, PAYE, Corporation Tax or other liabilities by the relevant deadline. We are not responsible for late payment where funds, approvals or instructions are not provided in time.
Confidentiality and data
Confidentiality, data protection and privacy
We will treat client information as confidential, except where disclosure is required for providing services, authorised by you, required by law, required by HMRC, required by a court, required under anti-money laundering obligations, or required by our professional or regulatory duties.
Personal data is handled in accordance with our Privacy Policy. You should read the Privacy Policy for details of how personal data is collected, used, stored, shared and retained.
Related policies
Professional limitations
Liability and professional responsibility
We will perform the agreed work with reasonable professional skill and care. Our responsibility is limited to the client named in the engagement letter and to the work described in that engagement letter.
We are not responsible for losses caused by incomplete information, late instructions, missing documents, third-party errors, HMRC delays, client failure to approve documents, client failure to pay tax on time, or matters outside the agreed scope.
Important limitation
Advice is provided for the client and purpose stated in the engagement. It should not be passed to another person or used for a different transaction without written permission.
Any limitation of liability specific to your matter may be set out in the engagement letter.
Right to stop work
When we may pause, refuse or terminate work
We may pause, refuse or terminate work where you do not provide required information, do not complete AML checks, do not pay invoices or deposits, provide misleading information, ask us to act improperly, fail to approve documents, or where continuing would breach professional, legal or regulatory obligations.
We may also stop acting where there is a conflict of interest, loss of trust, unreasonable conduct, abusive communication, non-payment, regulatory concern, suspected criminal conduct or any other good professional reason.
If we stop acting, you remain responsible for your legal obligations, tax deadlines, HMRC correspondence, filing deadlines and payment deadlines unless another adviser is formally appointed.
Complaints
If you are unhappy with our service
If you are unhappy with our service, please contact us as soon as possible so we can review the issue. We will consider the complaint and aim to respond fairly and professionally.
Complaints should include your name, contact details, the service involved, what went wrong and what outcome you are seeking.
Complaint contact
Email: info@taxaccountant.co.uk
Telephone: +44 800 135 7323
If your complaint relates to professional conduct and cannot be resolved, you may have the right to refer the matter to the relevant professional body where applicable.
Governing law
Law and jurisdiction
Unless otherwise agreed in writing, these Terms of Business and any engagement with us are governed by the laws of England and Wales.
The courts of England and Wales will normally have jurisdiction over disputes, subject to any mandatory consumer rights or legal protections that apply.
Before you instruct us
- Read these Terms of Business.
- Read the engagement letter carefully.
- Ask questions before accepting the engagement.
- Tell us if you need urgent work during a cancellation period.
- Keep records of all approvals, payments and submissions.
Common questions
Terms of Business FAQs
Do I become a client when I send an enquiry?
No. Sending an enquiry does not make you a client and does not create an adviser-client relationship. We must first agree whether we can act, complete onboarding where required, agree the fee and issue an engagement letter.
Why do you need ID and proof of address?
We are required to carry out client due diligence and anti-money laundering checks before accepting certain work. This may include identity verification, proof of address, beneficial ownership checks and risk assessment.
When does work start?
Work normally starts after ID checks, onboarding, engagement acceptance and any required payment or deposit have been completed. We do not normally start chargeable work before the engagement letter is accepted.
Can I cancel after signing the engagement letter?
You may cancel or withdraw instructions, but if work has already started we may charge for time spent, work done, costs incurred and resources allocated up to the cancellation date.
Will I be charged the full quoted fee if I cancel?
Not automatically. If you cancel before completion, we may charge a fair and reasonable amount for work already carried out, rather than automatically charging the full quoted fee. If the work is fully completed, the full agreed fee may remain payable.
Do I have a 14-day cooling-off period?
If you are a consumer and the contract is agreed online, by phone, email or away from our premises, you may have a 14-day cancellation right. If you ask us to start work during that period, we may charge for work already supplied if you later cancel.
Can you refuse to act?
Yes. We may refuse to act or stop acting where AML checks are incomplete, information is missing, invoices are unpaid, there is a conflict, or professional, legal or regulatory obligations prevent us from continuing.
Do you submit returns without approval?
We normally require client approval before submitting tax returns, disclosures, accounts or HMRC replies. You remain responsible for checking that the information is complete and accurate.
Ready to instruct us?
Contact us before the deadline becomes a problem
If you need Self Assessment, landlord tax, CGT, VAT, payroll, Corporation Tax, HMRC compliance check or tax disclosure support, contact us and we will explain the next step.
