Complaints

Our approach

We want to know if something has gone wrong. A complaint is treated as an opportunity to put a problem right, and raising one will not affect how your matter is handled.

How to raise a complaint

If you are a client, please raise the matter first with the person handling your case, using the contact details in your engagement letter. If you would prefer not to, or you are not yet a client, you can send the details through the case review form and mark the message as a complaint.

It helps if you include:

• Your name and how to reach you
• What has happened and when
• What you would like us to do to resolve it

What we will do

• Acknowledge the complaint and tell you who is looking into it
• Review the matter and the relevant records
• Explain our findings and any steps we propose in writing

If you remain dissatisfied

Your engagement letter sets out any further routes available to you, including any professional body or independent scheme to which a complaint can be referred.

Complaints about HMRC

This page concerns complaints about TaxResolve. If your concern is about how HMRC has handled your affairs, that is a separate process, and it is something we can discuss as part of your case.