If you are unhappy with the services provided by your allocated accountant then, in the first instance, please contact them. You will find their contact details on the bottom of all emails that you've received from them, as well as on your Letter of Engagement and Invoices.

Informal Resolution

We find that most issues can be resolved by a simple email or telephone call with your accountant.

Formal Complaint

However should you wish to raise a complaint then this is best done via an email to them, with Complaint in the subject line, setting out the nature of the complaint, what you are unhappy about and what you would like to happen next.

Your accountant will acknowledge your complaint and provide an outcome email within 14 days, setting out how they propose to resolve your complaint.

What Next

If you are unhappy with the Outcome Email you have two options:


You can message the Head Office about your complaint using this form.

We will acknowledge receipt of the form within 48 hours. Our investigations will take up to 28 days and we will be in touch with our final outcome.


Professional Body

You can ask your accountant for details of their Professional Accountancy Body's complaint process and take the matter up with them.

Please note

We cannot respond to a complaint until you have an Outcome Email from your accountant.

While we can advise your accountant to undertake an action, should we feel one is necessary, we have no powers to enforce any action to be taken.

If you do wish to change accountants within the network we can only do this at your next year end.

Please be aware that everyone at should be treated with courtesy and respect. We will not tolerate abusive behaviour of any kind whether written or verbal including via telephone. Your complaint will be dismissed immediately should you fail to comply with this.