Complaints Handling Procedure
Last Updated: 30 June 2026At Making Tax Digital (mtd-makingtaxdigital.co.uk), we are dedicated to delivering exceptional accounting, tax, and digital compliance services. However, if our service does not meet your expectations, we want to address your concerns as quickly and transparently as possible.
Your feedback is vital to us, and we use it to continually improve our standards.
How to Submit a Complaint
If you are dissatisfied with any aspect of our work or relationship, please contact us directly so we can resolve the matter. You can lodge a formal complaint through either of the following channels:
What to Include
To help us investigate and resolve your issue efficiently, please provide:
- Your full name, business name, and preferred contact details.
- A clear, chronological description of the issue or service you are unsatisfied with.
- The names of any specific team members you have been dealing with.
- Copies of any relevant supporting documentation, emails, or records.
- Your desired outcome or how you believe we can best remedy the situation.
Our Resolution Process
We handle all complaints systematically, fairly, and with complete confidentiality. Our internal review process follows three key stages:
Acknowledgement
Within 5 Working DaysWe will formally acknowledge receipt of your complaint within five working days. This acknowledgement will confirm who is reviewing your case and outline the next steps.
If you have not received the acknowledgement within 5 days, please ring our office number to request confirmation that your complaint has been received by us.
Investigation & Review
Within 20 Working DaysA senior member of our practice will independently review your file, speak with the team members involved, and thoroughly examine the details of your case. If we require further information or clarification, we will reach out to you during this window.
Final Response
Within 20 Working Days of AcknowledgementWe aim to provide you with a comprehensive written response, which will include:
- The findings of our internal investigation.
- Our proposed solution or corrective actions (where applicable).
- An explanation of our positioning if the complaint is not upheld.
Note: For highly complex technical tax or accounting matters that require additional investigation time, we will contact you before the 20-day mark to provide a progress update and an amended timeline.
Escalating Your Complaint
We are fully committed to finding an amicable and fair resolution to any issue. However, if you remain dissatisfied with our final response or if the matter cannot be settled internally, you have the right to escalate the issue to our professional regulatory body.
The ICAEW will review the matter independently.
