Guarantee Policy
We are very proud of our guarantees, but if you want to know a little more how they work, then please see below the details of our four guarantees in force.
Our 90-day Service satisfaction guarantee
We will give a full refund after 90 days if you feel dissatisfied on work we have delivered. The specific conditions are as follows.
1. You provide in writing details as to why you feel we have not been able to deliver the service as requested within 45 days.
2. If it is deemed impossible to improve your satisfaction in the next 45 days based on that feedback and a follow-up discussion, we will give you a full refund.
3. Otherwise we will work on the next 45 days to improve the service.
4. If after 90 days we have not been able to deliver on the improvements through no fault of your own, we will issue a full refund for the full 90 days.
5. Costs of external filings and registrations, for example the cost of incorporating companies or filing documents where costs are incurred, or the costs of software licences purchased on your behalf are excluded.
Our no penalties guarantee
We will refund the cost of any penalties or interest incurred with HMRC or Companies House if it’s our fault owing to a late or erroneous submission. The specific conditions are as follows.
1. We were engaged to deliver the service through a signed engagement letter.
2. All payments for the service have been made and up-to-date with no late payments.
3. We have received all of the information within good time to be able to effectively deliver the service to our standards, this is:
a, 2 months before the filing deadline for self assessment
b, 3 weeks before the filing deadline for VAT
c, 3 months before the filing deadline for company accounts (including HMRC and Companies House
d, 3 days before the filing deadline for CIS and PAYE
Such documents include
a, Bank statements
b, Receipts and invoices
c, Hire and purchase agreements
d, Leases and contracts
e,Credit card and loan statements
f, Any other support we request needed to complete the work accurately
4. You have responded to all of our queries in a timely fashion and not ignored our requests for information – a timely fashion would reasonably be within 5 days of the email, granting exceptions such as annual leave or illness
5. We identify no activity that could be considered as anti avoidance or evasion of tax.
This guarantee is designed to serve as peace of mind for clients who meet their side of the relationship, and meet the standards we request to deliver an excellent service.
Our ‘always available’ guarantee
We aim to provide next working day responses on all accepted mediums of contact. The specific conditions are as follows.
1. Accepted mediums of contact are;
a,WhatsApp messages sent to our dedicated office mobile
b, Emails sent to our office contacts, including @mayfloweraccountancy.co.uk email addresses
c, Phone calls to the office mobile or office landline
2. Excluded are private contact numbers or private WhatsApp messages and we would encourage you use the above methods of communication to ensure a prompt response
3. 5pm the next working day meaning Monday to Friday, excluding bank holidays.
4. An “acknowledgement” is not necessarily an answer to your query, particularly if it is complicated, but acknowledging it has been received and will be resolved.
5. If we return a call and you do not answer, this is considered an attempt to return the call; within reason we will try to return a call repeatedly if we cannot reach you.
6. There may be exceptional circumstances when this is not possible, such as staff absence, or other emergencies. In such cases, you will be informed through an immediate message / greeting to pre-warn you of extended delays, which would mean revised response times would supersede this guarantee.
Our service-on-time guarantee
We want to deliver accounts and taxes promptly to all of our customers, and we see no reason why submissions should be urgent. The specific conditions are as follows.
VAT
- We have contacted you within 5 working days of the quarter/month end requesting information
- Information is provided to us within 5 working days of its request
- You respond to any queries within 3 working days of our review
- We consider a submission being on time with yourself as the return having been sent for your signature, not when it is filed with HMRC
- If you bookkeep your own company records, this is accurate and does not require corrections from us to resolve
Company accounts within 3 months of the year end
- We have contacted you within 1month of the year end requesting information
- Information is provided to us within 15 working days of its request
- You respond to any queries within 10 working days of our review
- We consider a submission being on time with yourself as the return having been sent for your signature, not when it is filed with HMRC or Companies House
- If you bookkeep your own company records, this is accurate and does not require corrections from us to resolve
Self assessment within 2 months of the deadline (31 January or otherwise as per HMRC)
- We have contacted you within 2 month of the quarter end requesting information
- Information is provided to us within 15 working days of its request
- You respond to any queries within 10 working days of our review
- We consider a submission being on time with yourself as the return having been sent for your signature, not when it is filed with HMRC
- If you bookkeep your own company records, this is accurate and does not require corrections from us to resolve
You will be refunded one month of fees related to the service that did not meet our service level expectations only, not your entire monthly fees
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