Complaints Procedure

Step 1: Tell us about the issue

Please contact us as soon as possible if you are unhappy with our service.

Please include:

• Your name and contact details.
• The service we provided.
• The tax year or company year involved, if relevant.
• What went wrong.
• What outcome you are seeking.
• Copies of relevant emails, letters or documents.

Email: info@taxaccountant.co.uk

Telephone: 0800 135 7323

Post: Financials Direct Limited, 3 Brindley Place, Birmingham, West Midlands, England, B1 2JB

Step 2: Acknowledgement

We will aim to acknowledge your complaint within 5 working days of receiving it.

If we need more information, we may ask you to clarify the issue or provide documents.

Step 3: Internal review

Your complaint will be reviewed by a suitable person within the firm. Where possible, the review will not be carried out only by the person directly involved in the complaint.

We will consider the agreed scope of work, engagement letter, documents provided, correspondence, deadlines, advice or work delivered, invoices and any relevant professional or legal obligations.

Step 4: Written response

We will aim to provide a written response within 20 working days of acknowledging the complaint.

If the matter is complex and we need more time, we will explain why and give you an updated timeframe.

Our response may include our understanding of the complaint, our findings, whether we agree or disagree, and any proposed action, explanation, correction, apology or fee adjustment where appropriate.

Step 5: Further review

If you are unhappy with the response, you should tell us why within 14 days.

We will consider whether a further internal review is appropriate and will confirm the next step.

Professional body

Financials Direct Limited is regulated for a range of business activities by the Institute of Financial Accountants.

Professional body: Institute of Financial Accountants

IFA reference: 211804

If a professional body complaint route applies to your matter, we will provide relevant details where appropriate.

Data protection complaints

If your complaint relates to personal data, privacy or data protection, please refer to our Privacy Policy.

You may also have the right to complain to the Information Commissioner’s Office.

Important note

A complaint does not automatically suspend your responsibility to provide records, approve filings, meet HMRC deadlines, meet Companies House deadlines or pay valid invoices.

We will not ignore genuine concerns, but you should continue to act promptly where HMRC, Companies House or legal deadlines are involved.