Version 1.0. Last updated 21/09/2026.
In short
- Email complaints@taxpro.co.uk, WhatsApp 07432 877719, call 0330 822 6040, or write to us.
- We acknowledge within 2 working days and give a full response within 10.
- If it needs longer we tell you why and when to expect it, never more than 8 weeks.
- Not satisfied? A director reviews your complaint, and you can then use the options in section 3.
1. How to complain
Tell your specialist first if you can; most things are fixed in a conversation. If not, or if you would rather not, contact us any of these ways and say it is a complaint:
- Email complaints@taxpro.co.uk
- WhatsApp 07432 877719 or call 0330 822 6040, Monday to Friday 9am to 5.30pm
- Post: Complaints, Tax Pro Group Limited, Ground Floor, 3 Mary Ann Street, Birmingham B3 1BG
Include your name, the email or phone number on your claim, and what you would like us to do about it.
2. What happens next
- Within 2 working days: we acknowledge your complaint and tell you who is handling it.
- Within 10 working days: a full written response with what we found and what we are doing.
- If we need longer: we explain why and give you a date. We never take more than 8 weeks.
Complaints are handled by a manager who was not involved in your claim.
3. If you are not satisfied
If you are not happy with our final response, tell us and a director will review your complaint and reply within 10 working days.
If your complaint is about how HMRC handled your claim, we can help you complain to HMRC, and if you are still unhappy you can ask the Adjudicator's Office to look at it.
You can also use an alternative dispute resolution service, or take the matter to the small claims court. Your statutory rights are not affected.
4. What we learn
Every complaint is logged and reviewed monthly. Where a complaint shows a process problem we change the process and tell the people affected.