Complaints

Complaints about us

1. Tell us what went wrong and what you would like us to do. Send it to: [email protected].
2. We confirm we have received it within 5 working days.
3. We look into it and reply with what we found and what we will do, within 20 working days. If it will take longer, we tell you why.
4. We do not belong to an ombudsman scheme. If your complaint is about how we used your personal information and you are not happy with our reply, you can complain to the ICO.

If you are reporting an error on a page, our corrections page may be quicker.

Complaints about an accountancy firm

We do not handle complaints about a firm's work. Start with the firm itself. If that does not resolve it and the firm or accountant belongs to a professional body, you can complain to that body. Each body has its own conditions. For example:

• ICAEW says it can investigate only if you raised the issue with the firm first, in writing, and allowed at least 28 days for them to respond (unless you are reporting as a whistleblower). It cannot investigate a fee dispute or a commercial or contractual disagreement.¹
• ACCA says that in all appropriate complaints your first step must be to lodge a formal complaint with the member. It has a complaint form for complaints to ACCA itself.²

Other bodies have their own processes. You can ask the firm which body it belongs to.

Complaints about your personal information

If you are unhappy with how an organisation, including us, has used your personal information, the Information Commissioner's Office (ICO) recommends that in most cases you raise it with the organisation first. If you are unhappy with its response, you can then complain to the ICO.³ See our privacy notice for what we hold.