Complaints Procedure • Tax Accountant Exeter • 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. Financials Direct Ltd states that its principal professional-body reference is with the Institute of Financial Accountants. If another accountant or tax adviser involved in your work belongs to a different body, the correct external route may depend on that individual’s membership.
Last updated: 30 July 2026
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 complaints promptly and provide a written response within 14 calendar days. If the matter is complex, documents are missing or third-party information is needed, we will explain the reason for the delay and give a revised response date.
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
Provide copies of relevant emails, engagement letters, invoices, HMRC letters, tax returns or other evidence. Keep original documents and avoid sending unrelated personal information.
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.
Communication or accessibility needs
Tell us if you need a reasonable adjustment, accessible format, interpreter, additional communication support or a preferred contact method so the complaint can be handled fairly.
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. Any actual conflict of interest identified during the review will be considered when allocating responsibility.
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. Complaint information is used only for investigating, responding to and recording the complaint, meeting legal or professional obligations, and establishing or defending legal claims.
We aim to provide a written response within 14 calendar days. If more time is reasonably needed because the complaint is complex, documents are missing, specialist input is required or third parties must be contacted, we will send a progress update explaining the position and the revised date.
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, an apology, a fee adjustment where appropriate, a service improvement or another proportionate remedy. If the complaint is not upheld, we will explain the principal reasons and the relevant escalation route.
Escalation
If your complaint is not resolved
Financials Direct Ltd states that its principal professional-body reference is with the Institute of Financial Accountants under reference 211804. If your complaint concerns another accountant, bookkeeper or tax adviser who belongs to a different professional body, the external route may instead depend on that person’s membership and the work involved.
You may consider escalation after receiving our final response or where no meaningful response or progress update is provided within the stated period. Professional bodies commonly expect the firm or member to have had an opportunity to deal with the complaint first and may request the complaint, response, engagement terms, 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
The IFA accepts complaints against IFA members through its online or hard-copy complaint form. Its disciplinary process concerns alleged breaches of the IFA Bye-laws and professional or ethical standards. The IFA states that it has no power to award compensation or another monetary settlement.
The IFA normally assesses the complaint, shares the complaint and supporting documents with the member for comments, and may refer the case to its independent investigations committee. The committee may dismiss the complaint, offer a consent-order caution or reprimand with fine or costs, or refer the matter for a disciplinary hearing.
IFA complaints processICAEW
Chartered Accountants and ICAEW firms
ICAEW says that many issues should first be raised with the accountant. If discussion does not resolve the matter, the complainant should normally write to the accountant and ask for a response within 28 days. ICAEW can act only where the individual, student or firm is regulated by ICAEW.
ICAEW may assess and investigate matters falling within its regulatory remit. Insolvency, money-laundering and certain other complaints use separate routes, so its current guidance should be checked before submission.
ICAEW complaints processACCA
ACCA members, firms, affiliates and students
ACCA requires regulated members and firms to operate an internal complaint process. In appropriate cases, the first step is to lodge a formal complaint with the member. If local resolution fails, ACCA may assess the complaint and may use conciliation, investigation or its disciplinary process.
A complaint to ACCA should use its current complaint form and include the relevant supporting evidence. ACCA states that complaint communications may use encrypted email, password-protected files or its secure case-management arrangements.
ACCA complaints processAAT
AAT licensed members and bookkeepers
AAT generally expects a licensed member to have had an opportunity to resolve the complaint through the member’s internal procedure before AAT intervenes. AAT requires documentary evidence and states that complaints should normally be raised within one year of the alleged issue unless exceptional circumstances are explained.
AAT acts in the public interest and does not provide monetary redress. Its disciplinary process does not generally determine fee disputes, contractual or civil claims, and it may pause regulatory consideration where connected civil proceedings are ongoing.
AAT complaints processCIOT
Chartered Tax Advisers and CIOT members
Complaints about CIOT members are handled through the independent Taxation Disciplinary Board process. The member or firm should normally be given an opportunity to respond before a formal complaint is escalated.
The TDB route focuses on professional conduct and disciplinary standards. CIOT, ATT and the TDB state that they do not deal with fee disputes between members and clients.
CIOT complaints processATT
Association of Taxation Technicians members
Complaints about ATT members are also handled through the independent Taxation Disciplinary Board process. The adviser or firm should normally be allowed to respond before formal escalation.
The route concerns misconduct, ethical standards and professional behaviour rather than ordinary fee disputes or civil compensation claims.
ATT complaints processCIMA / AICPA & CIMA
CIMA members and registered candidates
The AICPA & CIMA conduct process investigates allegations of misconduct against individual CIMA members or registered candidates. The complaint should identify the individual concerned and the alleged professional misconduct.
The current AICPA & CIMA complaint guidance and form should be checked before submission, particularly where legal proceedings, confidentiality or evidence-sharing issues are involved.
CIMA complaints processICAS
ICAS Chartered Accountants
ICAS states that its complaints and sanctions process supports rigorous but fair regulation and that disciplinary action may be taken where there is sufficient evidence that a member failed to meet the required standards.
Where the accountant is an ICAS member, the current ICAS guidance, complaint form, evidence requirements and any restrictions applying to concurrent proceedings should be checked before submission.
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, the appropriate route may be mediation, legal advice, a court claim, an HMRC or Companies House report, a data-protection complaint or another regulator 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 states that it has no power to award compensation or monetary settlement. AAT states that it cannot provide monetary redress and does not determine ordinary fee or civil disputes. CIOT, ATT and the Taxation Disciplinary Board state that their process does not deal with fee disputes between members and clients.
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, breach of contract or another civil wrong, you may need independent legal advice. Limitation periods, contractual notice requirements and any applicable pre-action protocol should be considered promptly.
Important note
Raising a complaint with us or a professional body does not automatically suspend HMRC deadlines, appeal periods, tax payments, court deadlines, contractual notice periods or limitation periods. Separate protective action may be required.
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 provide a written response within 14 calendar days. Where more time is reasonably required, we will explain the reason and provide a progress update with a revised date.
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?
Financials Direct Ltd states that its principal professional-body reference is with the IFA. A different route may apply where another accountant, tax adviser or bookkeeper involved in the work belongs to ICAEW, ACCA, AAT, CIOT, ATT, CIMA, ICAS or another body.
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 the complaint and supporting evidence with the member so that the member can respond. Check the relevant process and avoid submitting unrelated confidential or third-party information.
Will a complaint stop HMRC deadlines?
No. A complaint does not automatically stop HMRC filing, appeal or payment deadlines, penalties, interest, court deadlines or limitation periods. Separate protective action may be required.
How will information in my complaint be used?
Complaint information is used to investigate and respond to the concern, maintain a proper complaint record, meet legal and professional obligations and establish or defend legal claims. Relevant information may need to be shared with the person complained about, insurers, legal advisers or a professional body.
Can I request a reasonable adjustment?
Yes. Tell us if you need an accessible format, communication support, interpreter, additional time because of a disability or another reasonable adjustment. We will consider what can reasonably be provided while still obtaining the information needed to investigate fairly.
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.