We aim to provide professional work with clear scope, communication and fees. If something has gone wrong, we would prefer to know about it so that the relevant engagement, records and communications can be reviewed.
This procedure applies to complaints about professional services provided by Financials Direct Ltd. A data-protection complaint may involve a different process and is also addressed in our Privacy Policy.
Purpose of this procedure
This procedure explains how you can raise a concern about work carried out by Financials Direct Ltd and how we will consider that concern.
Raising a complaint will not disadvantage you in the way the complaint itself is handled. We will consider the matter using the available engagement records, correspondence and other relevant information.
How to make a complaint
Please raise the matter as soon as reasonably practical after the issue arises.
You can write to:
Financials Direct Ltd
Email:
info@taxaccountant.co.uk
Telephone:
0800 135 7323
To help us understand the issue, please include the information that is relevant to your complaint.
Give your name, contact details and the tax, accounting, company or other engagement concerned.
Describe the issue clearly and include relevant dates, correspondence or events.
Tell us what you believe should be reconsidered, explained or put right.
Include documents or correspondence relevant to the issue if we do not already hold them.
How we will review the complaint
We will identify the engagement and issues involved and arrange for the complaint to be reviewed by an appropriate person who can consider the available records and correspondence.
We may ask you for further information where the matter cannot fairly be assessed from the records already available.
Once the relevant material has been considered, we will communicate the outcome of the internal review and any action we consider appropriate.
We aim to deal with complaints without unnecessary delay. We have not stated an arbitrary fixed response period on this page because the time needed can depend on the nature of the complaint, the records involved and whether further information is required.
Fees, records and live tax deadlines
If your complaint concerns a fee, disputed scope or work in progress, please identify which invoice, amount or service is disputed and why.
A complaint does not automatically suspend an HMRC, Companies House, tribunal, payment, filing, disclosure or appeal deadline.
If a statutory deadline is approaching while a complaint is being considered, the deadline should be addressed separately. Making a complaint does not necessarily stop time from running.
Institute of Financial Accountants
If a complaint concerning an IFA member remains unresolved after the firm's internal complaints process, the Institute of Financial Accountants may provide a professional complaints route where the matter falls within its jurisdiction.
Institute of Financial Accountants
Our IFA reference is 211804.
Current information about making a complaint and the IFA disciplinary process is available on the Institute of Financial Accountants website .
The IFA states that it does not have power to award compensation or another monetary settlement. Its professional disciplinary process is different from a court claim, contractual dispute or private negotiation concerning compensation.
Other rights and remedies
Nothing in this complaints procedure removes a legal right or remedy that you may otherwise have.
Depending on the nature of a dispute, legal, regulatory or other routes may exist independently of this internal complaints process.
We do not state that every complaint will fall within the jurisdiction of a particular external body. The appropriate route depends on the facts and the professional or legal issue involved.
Personal information in complaints
Information provided as part of a complaint will be used to investigate and respond to the matter, maintain appropriate professional records and protect legal or regulatory interests.
More information about how Financials Direct Ltd handles personal information is available in our Privacy Policy .
Contact us with the details.
Tell us which engagement or matter is concerned, what happened, the relevant dates and what you would like us to review.