We take complaints seriously. This procedure explains how to raise a concern about the service you have received from Smart Filing and what will happen next.
Last updated: 20 July 2026.
1. How to complain
Please put your complaint in writing to our complaints partner via our contact page, marking the message “Formal complaint”. Include the name of the engagement, the period it relates to, what you believe went wrong, and what outcome you are seeking.
2. Acknowledgement
We will acknowledge your complaint in writing within 5 working days of receipt.
3. Investigation and response
A partner not directly involved in the work will investigate. We will write to you with a full response within 28 days of acknowledgement. If we need longer (e.g. to obtain records from HMRC), we will tell you why and give a revised timescale.
4. If you are not satisfied
If our response does not resolve the matter, you can ask ICAEW to consider the complaint. ICAEW operates a complaints scheme for clients of chartered accountancy firms. Contact ICAEW at icaew.com/regulation/complaints-process.
5. No detriment
Raising a complaint will not affect how we handle the underlying engagement or your standing as a client.
If you have any questions about this page, please contact info@smartfiling.co.uk.
