My accountant made a mistake

1. Deal with any deadline first

If the mistake has led to a letter from HMRC or Companies House, a penalty or a deadline, look at the date on the letter and act before it. Your company, or you as a sole trader, is usually still responsible for its filings even when an accountant does the work. If you need someone to fix the problem quickly, another accountant may be able to help. We are not a tax advice service and cannot advise on a specific letter.

2. Raise it in writing

Write to the firm. Say what you think went wrong, what it has cost you, and what you would like them to do. Keep copies of everything: emails, letters from HMRC, penalty notices and your engagement letter. Some mistakes are put right quickly once raised.

3. Use the firm's complaints process

Ask the firm for its complaints process. ACCA requires its members to operate an internal complaints process and says your first step must be to lodge a formal complaint with the member.¹ ACCA guidance also says the engagement letter should explain the firm's internal dispute procedure and name the person to contact.² ICAEW says that if talking does not resolve things, you should write to your accountant and ask them to respond within 28 days.³

4. Complain to a professional body

First check whether your accountant belongs to one. The firm's website or letterhead may say, and ICAEW has an online database, "Find a chartered accountant".³ Professional bodies regulate their own members. ICAEW notes that unqualified accountants are subject to the same laws as chartered accountants, while ICAEW Chartered Accountants are also bound by its Code of Ethics and subject to its disciplinary procedures.⁴

A professional body complaint is about standards. It may not get your money back.

5. If you have lost money

ICAEW says its chartered accountants are required to hold a practising certificate and professional indemnity insurance if they offer professional services to the public.⁴ Whether a claim succeeds depends on the facts and on what the firm agreed to do.

Check your engagement letter. ACCA guidance notes that many practitioners limit their liability through a clause in the engagement letter, and that the cap should be discussed and agreed with the client at the start.² If you have lost a significant amount, consider taking advice from a solicitor before deciding what to do.

Moving to another accountant

You can choose to change accountant, subject to any notice period or other terms. A new accountant may also be able to check the work and help put it right. See the switching checklist and My accountant isn't responding.