Complaints

Our complaints procedure.

We aim to provide a high standard of service. If something has gone wrong, we want to hear about it so we can put it right.

Our commitment

We take every complaint seriously. We will deal with your complaint fairly, promptly and in confidence, and we will keep you informed as we look into it. Making a complaint is free of charge and will not affect the way we treat you.

How to complain

Please put your complaint in writing by email to info@taxnetwork.uk, with “Complaint” in the subject line. If you raise a concern with us another way, we will confirm our understanding of it in writing and ask you to check that it is accurate.

To help us look into it quickly, please include:

• your name and the best way to contact you;
• the name of your business, if the complaint relates to it;
• what went wrong, and when;
• the outcome you are looking for; and
• copies of any relevant emails or documents.

Please do not send bank details or government tax references by ordinary email. If we need them, we will agree a secure method with you.

What happens next

• Acknowledgement: we will acknowledge your complaint in writing within 5 working days of receiving it.
• Investigation: we will investigate your complaint fairly and thoroughly, review the relevant records and may contact you to clarify any points.
• Our response: we will send you a full written response within four weeks of receiving your complaint, explaining our findings and any action we will take to put things right. If we need more time, we will write to explain why and tell you when you can expect our response.

Complaints about fees

If your complaint is about a fee or an invoice, please tell us. We are happy to discuss our fees, explain how they were worked out and review them where appropriate. Fee concerns are handled in the same way as any other complaint.

If you are not satisfied

If you are not satisfied with our response, or your complaint has not been resolved within four weeks, you can take the matter up with our professional body, the Association of Chartered Certified Accountants (ACCA). ACCA regulates its members and firms, and may investigate complaints about professional conduct. ACCA also offers a free Conciliation Service, which can help resolve issues such as fee disputes and concerns about the level of service.

ACCA will normally expect you to have raised your complaint with us first. You can find out how to complain to ACCA on its website: Making a complaint about an ACCA member. You can also contact ACCA by email at complaintassessment@accaglobal.com.

Records

We keep a record of each complaint and how it was resolved, and use it to improve our service. We handle the personal information involved as described in our privacy notice.