Complaints
If something has gone wrong, tell us. This page explains how to make a complaint to Keystone Tax Consultants, what to include and how we will deal with it.
If you are unhappy with our work
We want to know. A complaint tells us where something has gone wrong, and gives us the chance to put it right. Raising one will not affect how we deal with you.
Often the quickest route is to raise the problem with us informally as soon as you notice it. If that does not settle it, or you would prefer to put it in writing from the start, follow the steps below.
How to complain
Contact us using the details on our contact page and say that you are making a complaint. Writing is best, because it gives us both a clear record.
Please include:
- your name and how you would like us to reply
- the project or engagement the complaint is about
- what happened, and when
- any documents or correspondence that help to explain it
- what you would like us to do to put things right
What happens next
- Acknowledgement. We aim to acknowledge your complaint within five working days of receiving it.
- Investigation. We review the file, the engagement letter and the correspondence, and we may ask you for further information.
- Response. We aim to send you a full written response within 20 working days of our acknowledgement. It will set out what we found, our conclusion and anything we propose to do. If we need longer, we will tell you why and when you can expect to hear from us.
- Review. If you are not satisfied with the response, tell us within 20 working days and explain why. We will look at the complaint again and aim to give you our final response within a further 15 working days.
If you are still not satisfied
Our final response will tell you what further options are open to you. Using this procedure does not affect your legal rights.
Complaints about personal data
If your complaint is about how we have used your personal data, our privacy policy explains your rights, including the right to complain to the Information Commissioner's Office.
What we cannot deal with here
We do not act as agent with HMRC and we do not make decisions on HMRC's behalf. A disagreement with HMRC about a VAT rate, an assessment or a claim has to be taken up with HMRC by you or by whoever acts for you. If you believe our analysis contributed to the problem, tell us and we will consider it under this procedure.