Complaints procedure
Draft. This version is still being finalised and will be confirmed before our service opens. Version 0.1. 15 October 2026.
We want to put things right
If you're unhappy with anything we've done — or not done — please tell us. Complaining is free, and it won't affect your service.
How to complain
- Online: the form at rightotax.co.uk/complaints/form;
- Email: hello@rightotax.co.uk, with "Complaint" in the subject;
- Post: NJG Consultancy Ltd, Jubilee House, East Beach, Lytham St Annes, FY8 5FT.
Please tell us:
- what went wrong, and when;
- how it has affected you;
- what you would like us to do to put it right.
If you need help making a complaint, or need us to communicate in a different way — large print, phone calls, or more time — just tell us.
Stage 1 — we look into it
- We acknowledge your complaint within 2 working days.
- We look into it and give you a full written reply within 10 working days. The reply explains what we found, what we will do, and any refund or other remedy.
- If we need longer, for example because we need information from HMRC, we tell you why and when you'll hear from us.
Stage 2 — review by our director
If you're not happy with our stage 1 reply, ask for a review within 2 months of it.
- Our director reviews the whole complaint personally.
- They send you a final written reply within 10 working days.
Stage 3 — if you're still not satisfied
Our stage 2 reply is our final response.
- We do not belong to an alternative dispute resolution (ADR) scheme. No ADR scheme is available for your complaint against us.
- We are not a member of a professional accountancy body, so there is no professional body to complain to.
You can still:
| Your concern | Where you can go |
|---|---|
| How we used your personal data | The Information Commission (ICO): ico.org.uk/make-a-complaint. Please complain to us first: we acknowledge data complaints within 30 days. |
| You think we haven't met HMRC's standards for agents | Tell HMRC, through gov.uk/contact-hmrc. HMRC can take action against agents who fall short of its Standard for Agents. |
| HMRC itself — for example, a delay or mistake by HMRC | Use HMRC's own complaints process. If you're still unhappy, you can then go to the Adjudicator's Office. We can help you with this as part of our service. |
| Consumer rights, for example a refund dispute | The Consumer Helpline at citizensadvice.org.uk/consumer. It can pass complaints to Trading Standards. |
| A claim for money | The small claims track of the county court (gov.uk/make-court-claim-for-money). Please give us the chance to resolve it first. |
Complaints about your data
You can also use this procedure to complain about how we have used your personal data. We will:
- acknowledge your complaint within 30 days (in practice, within 2 working days);
- take appropriate steps to respond, including making enquiries and keeping you updated;
- tell you the outcome without undue delay.
What we do with complaints
We keep a record of every complaint and what we did about it. We review them every quarter, so that the same problem doesn't happen again.
What happens next
- Questions about this page? Email hello@rightotax.co.uk.
- See our other policies: terms, privacy, cookies and complaints.
- Want to see where you stand first? Try the free Making Tax Digital checker.