1. Our commitment
We aim to provide a high standard of service. If something has gone wrong, we want to know so we can put it right and learn from it. Making a complaint is free and will not affect the way we treat you.
2. How to complain
You can complain in whichever way suits you:
- by email to info@mytaxlead.com, with “Complaint” in the subject line;
- by phone on 020 4614 6666; or
- in writing to M A Accounts Ltd, First Floor Unit D, 83 London Road, Romford, England, RM7 9QD.
Please tell us your name and contact details, what went wrong and when, and what you would like us to do to put it right. Copies of any relevant documents or emails help us look into it quickly.
3. What happens next
- Acknowledgement — we will confirm we have received your complaint within 5 working days.
- Investigation — a director will review your complaint, the work involved and any correspondence. We may contact you to understand it fully.
- Full response — we aim to send you a full written response within 28 days of receiving your complaint, explaining what we found and what we will do.
If we need more time, for example because the matter is complex, we will write to you before the 28 days are up to explain why and tell you when you can expect our response.
4. If you are not satisfied
If you are not happy with our response, please tell us why within 28 days and we will review your complaint again.
If you are still not satisfied, you can raise concerns outside our firm:
- Anti-money laundering matters — we are supervised for anti-money laundering purposes by HM Revenue & Customs (HMRC), and you can raise concerns about our compliance with the money laundering rules with HMRC.
- Your personal data — you can complain to the Information Commissioner's Office (ICO) at ico.org.uk. Our ICO registration number is ZC136946.
- Consumers — Citizens Advice can explain your rights and options.
5. Records
We keep a record of every complaint and how it was resolved, and review complaints regularly to improve our service.