Client Care
Client Care – Frequently Asked Questions
At ElanTax we aim to keep our Client Care Service levels as high as possible and want you to let us know if you are unhappy in any way.
Your circumstances and needs may have changed. Legislation and technology are changing constantly. We will help you address the changes required.
Should you feel there is something needing to be addressed then please bring this to our attention via your Account Manager as soon as possible. You can do this by email, letter or a telephone call. We also encourage the use of Skype and Whatsapp.
We will aim to quickly address it and resolve the issue satisfactorily with you.
If you know what you would like to happen to solve the problem, then please share this with us
e.g. I would like you to file my VAT return on time and inform me in advance what needs to be paid and the details of how it can be paid to HMRC on time.
Common Client Complaints
- Where is my Proposal and Engagement Letter together with the agreed costs?
- What services are you providing to me or my business?
- What services are you not providing to me or my business, so I can make alternative arrangements?
- Who is my Account Manager?
- Why does it take so long to get my accounts and tax affairs ready?
- Why have I not had a response to an issue raised?
- How much tax do I need to pay and when is it due?
- I need help to understand something that is not fully explained
- I have not been given access to promised software e.g. Xero, Dext, etc.
- I have been charged for something I had not agreed to or was aware of
- A filing deadline has been missed and I have received a fine from HMRC
- Why do I have a penalty for late payment of tax?
- Why do I need to file at Companies House?
- My accounts and tax affairs have an error in them – please fix the error?
- Where are my papers and when can you let me have them back?
We can fix most issues quickly but need you to let us know straight away so we can act on it at a senior management level.
