Intelligent Taxation
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Complaints Procedure

Intelligent Taxation Limited

We take complaints about our work, staff and levels of service very seriously. If you are not satisfied with any aspect of our service, please follow the process for raising a formal complaint.

1What complaints we can and can't deal with

We can only handle complaints about the work, staff and levels of service provided by Intelligent Taxation Limited. We cannot deal with:

  • Complaints about generic treatment from HMRC
  • Your bank
  • Companies not under a service agreement with Intelligent Taxation Limited or where we did not provide the advice

2How do I make a complaint?

It is easier for us to resolve complaints if you make them directly to the accountant/office concerned. Please call or e-mail your accountant at the local office in the first instance. They will aim to resolve any problems immediately. If they are unable to resolve the issue to your satisfaction they will escalate your complaint to a Senior Accountant in their Team.

Contact us via email:

complaints@i-taxation.co.uk

3What information we'll need from you

Your full name, company name and address
A clear, detailed description of what your complaint is about
How you expect your matter to be resolved
Your email address or postal address (so we can reply)

4What happens next?

When you have made your complaint, we will:

  • Log your complaint
  • Investigate your complaint and work with you to resolve your issue to your satisfaction and as quickly as possible

Our complaints process has two stages

Stage 1 — Frontline Resolution

Frontline resolution aims to quickly resolve straightforward complaints that require little or no investigation. We call this first point of contact resolution.

  • We aim to resolve within three working days, handled by your accountant
  • If we can't resolve within three working days, we will contact you to discuss options
  • Options may include an extension or escalation to a Stage 2 investigation

Stage 2 — Investigation

Stage 2 investigations deal with four types of complaint:

  • Cases that have not been resolved at Stage 1
  • Repeat complaints
  • Complex cases requiring detailed investigation
  • Cases where incorrect advice was given or penalties generated through no fault of your own

A Senior Accountant will:

  • Acknowledge receipt within three working days
  • Discuss your complaint with you to understand why you remain dissatisfied
  • Provide a full response within 5 working days
  • Agree a revised time frame if more time is needed

5What to do if you're not satisfied

If you are not satisfied with the outcome of your formal complaint and wish to take the matter further, please request the investigating Senior Accountant to escalate the matter to a Team Manager or Senior Team Manager who will review the information and advise you of the expected response time to resolve, taking into account the complexity of the investigation. We currently are not supervised by a regulatory body or an accountancy institute so we will work directly with you to resolve the elements of your dissatisfaction at every stage in this process.