Complaints procedure

We want to get things right. If you are unhappy with any part of our service, please tell us. Complaining is free and won’t affect how we treat you or your claim.

How to complain

You can complain in whichever way suits you:

• email contact@wisereturn.co.uk
• use the complaints form in your account (choose Complaints)
• write to us at Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA

It helps if you tell us:

• your name and claim reference, if you have one
• what went wrong, and when
• what you would like us to do to put it right

If you need help making a complaint, or need us to communicate with you in a different way, let us know.

What happens next

1. If you complain from your account or by email, you will get an automatic acknowledgement as soon as we receive it. If you write to us, we will acknowledge your letter within 5 working days of receiving it.
2. We will look into it fully and fairly, including our records and messages. If we need more information from you, we will ask.
3. We will send you our full written response within 4 weeks of receiving your complaint. It will explain what we found, whether we uphold your complaint and what we will do about it.
4. If we need longer, we will tell you why and when you can expect our response. This will be no later than 8 weeks after you complained.

If we have made a mistake, we will put it right. That may include correcting your claim, recalculating or refunding our fee, or an apology and explanation.

If you are still unhappy

If you are not satisfied with our response, or we haven’t responded within 8 weeks, you can:

• Tell HMRC, if you think we have not met the standards HMRC expects of tax agents. See HMRC’s Standard for Agents.
• Complain to the Information Commissioner’s Office, about how we have handled your personal data: ico.org.uk/make-a-complaint.
• Get free, impartial advice from the Citizens Advice consumer service, or Advice Direct Scotland if you live in Scotland.
• Use alternative dispute resolution. The Dispute Resolution Ombudsman is an independent service approved by the Chartered Trading Standards Institute. It is free for you. Our final response will tell you whether we agree to use it for your complaint.
• Go to court. For claims up to £10,000 in England and Wales, the small claims track is a simpler and cheaper route.

Records

We keep a record of every complaint and how we dealt with it, so we can learn from it and improve our service. We keep it for as long as we keep the rest of your data (see our privacy notice).