How to complain an accountancy firm

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I am reaching out for advice on a matter related to the accountancy firm I have been using for several years. While I have encountered occasional minor errors in the past, this year, I have experienced a series of concerning issues:

1. The accountant overseeing my account failed to inform me about Paye payments, leading to overdue payments for at least two quarters. When questioned, they dismissed it, stating it hadn't reached the penalty threshold.

2. A few pounds of Paye, but asked me to pay 3 hundred...... 

3. Always finish the VAT return on the deadline, this time, the accountant made mistakes again, so I had to raise some questions, but because the accountant was on annual leave, she asked me to correct and finish the return by myself. 

I raised all the issues to her boss, but her boss was reluctant to handle the issues. I would appreciate hearing from anyone who has faced a similar situation and can provide insights into the potential outcomes or process involved in filing a complaint with ACCA.

Replies (6)

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By David Ex
10th Dec 2023 15:12

Hebe wrote:

I raised all the issues to her boss, but her boss was reluctant to handle the issues.

Well complain to her boss’s boss then. And if that doesn’t work, take your business elsewhere. If you’re at the stage of complaining to a professional body, kind of suggests the relationship has broken down irrevocably.

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Replying to David Ex:
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By paul.benny
10th Dec 2023 15:52

+1

The letter of engagement issued by the firm should include their complaints procedure. If you don't have, ask for it.

I doubt ACCA will take any action until you have exhausted the firm's complaints procedure.

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Replying to paul.benny:
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By Hebe
11th Dec 2023 12:49

I'm not sure what else I can do except complain to ACCA as the owner of the firm did nothing to resolve the issues.

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Replying to David Ex:
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By Hebe
11th Dec 2023 12:44

Sadly, the boss is the owner. Our agreement has been terminated after these issues, but I just realised my company account for 2022-2023 has been finished by them and I've already paid the annual fee months ago...... They are extremely irresponsible.

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By More unearned luck
10th Dec 2023 15:54

"reaching out" = pretentious for 'asking'?

Do one of three things:

1. Complain again to the firm
2. Vote with your feet
3. Both 1 and 2.

I'm surprised that your complaint hasn't already been dealt with satisfactorily. Who wants clients and ex-clients bad mouthing them. Accountants want their clients to recommend them to non-clients.

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Replying to More unearned luck:
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By Hebe
11th Dec 2023 12:47

Ture. Probably because they have lots of clients, so they don't mind a few negative feedbacks.

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