Complaints Policy

This page explains what to do if you are unhappy with a service or communication from MRS Bookkeeping.

On this page:

1. Purpose of this policy

MRS Bookkeeping aims to provide practical, clear and professional support.

If something goes wrong, or if you are unhappy with a service, communication, enquiry response or other interaction, please raise the issue so that it can be reviewed and, where appropriate, put right.

This policy explains how complaints are handled.

2. Business identity

MRS Bookkeeping is the trading name of Martin Richard Schmalenbach, operating as a sole trader.

Business address:

Muffins, West Lane, Dolton, Devon, EX19 8QU

Contact:

Email: martin@mrsbookkeeping.co.uk (Contact page)
Telephone: 07427 931 179
Website: mrsbookkeeping.co.uk

3. Current service and AML status

HMRC AML registration has been submitted and paid for and is currently awaiting confirmation. Confirmation is currently expected in the late July to early August 2026 timeframe, though this depends on HMRC’s processing time and is not guaranteed. MRS Bookkeeping is not a money service business, or a trust or company service provider, so HMRC’s own guidance confirms it can trade while that application is being processed.

Alongside records organisation, bookkeeping readiness, practical admin support, education and clarity work, I now also offer bookkeeping for client use, accounts preparation, VAT return preparation, MTD submissions and tax return preparation. Payroll services and formal tax advice will be added once AML supervision is confirmed.

For more detail, please see the AML / Service Scope page.

4. Professional status

I am currently an AAT student member. MRS Bookkeeping is not currently an AAT licensed practice.

MRS Bookkeeping is not currently regulated by AAT as a licensed practice.

This page will be updated if professional or regulatory status changes.

5. What this policy covers

This policy covers complaints about:

  • service communication;
  • delays or lack of response;
  • the way an enquiry was handled;
  • records organisation or clarity work;
  • agreed project scope;
  • fees or billing concerns;
  • cancellation or refund concerns;
  • confidentiality or document-handling concerns;
  • website or information concerns;
  • any other issue relating to your interaction with MRS Bookkeeping.

If your concern relates to personal data, the Privacy Policy also explains your data protection rights.

6. How to raise a complaint

Please raise your complaint by contacting:

martin@mrsbookkeeping.co.uk (Contact page)

You can also contact MRS Bookkeeping by telephone on:

07427 931 179

Email is usually the best route because it creates a clear written record of the issue.

7. What to include

Please include as much of the following as you reasonably can:

  • your name;
  • your business name, if relevant;
  • your contact details;
  • what the complaint is about;
  • what happened;
  • when it happened;
  • who you communicated with;
  • what service or enquiry it relates to;
  • what outcome you are looking for;
  • any relevant documents or messages.

Please do not send bank statements, ID documents, tax records, payroll information or other confidential documents unless I have confirmed the appropriate secure handover method.

If confidential documents are needed to review the complaint, I will explain how they should be provided.

8. Acknowledgement

MRS Bookkeeping will normally acknowledge your complaint within five working days.

If more information is needed to understand the complaint, I may ask you to clarify the issue or provide supporting information.

9. Review process

Complaints will be reviewed by Martin Richard Schmalenbach.

The review may consider:

  • what was agreed;
  • what was communicated;
  • what work was or was not completed;
  • what documents or information were provided;
  • whether the issue falls within the agreed scope of work;
  • whether MRS Bookkeeping acted reasonably;
  • whether anything should have been explained more clearly;
  • whether any correction, apology, refund, partial refund, further explanation or other remedy is appropriate.

The review will be based on the information available and the scope of work agreed at the time.

10. Response timeframe

MRS Bookkeeping will normally provide a written response within 20 working days of acknowledging the complaint.

If the matter is more complex, or if further information is needed, it may take longer. If that happens, I will aim to explain the reason for the delay and provide an updated expected response time.

11. Possible outcomes

Depending on the circumstances, the outcome may include:

  • an explanation;
  • an apology;
  • correction of an error;
  • clarification of scope or communication;
  • completion of an agreed action;
  • a revised document or response;
  • a partial or full refund where appropriate;
  • cancellation of further work;
  • a recommendation to seek help from another professional;
  • no further action, with reasons explained.

The appropriate outcome will depend on the facts, the agreed scope, the nature of the issue and any relevant terms.

12. Limits of current service scope

Some complaints may arise from a misunderstanding about what MRS Bookkeeping can currently provide.

Until AML supervision is confirmed, MRS Bookkeeping does not provide payroll services or formal tax advice. Bookkeeping, transaction categorisation, tax return preparation, VAT return preparation, accounts preparation and MTD submissions are now included in current service scope.

If your complaint relates to work that MRS Bookkeeping was not able or permitted to provide, the response will explain the current service boundary and, where appropriate, suggest that you speak to an accountant, tax adviser or other appropriately supervised professional.

13. Complaints involving personal data

If your complaint involves personal data, confidentiality or document handling, it will be considered alongside the Privacy Policy and the Data Handling / Client Records Notice.

You also have data protection rights, including the right to complain to the Information Commissioner’s Office if you are unhappy with how your personal data has been handled.

14. If you remain unhappy

If you remain unhappy after receiving a response, please explain why and provide any further information you would like considered.

MRS Bookkeeping may review the matter again if there is new information, a clear misunderstanding, or something that was not properly considered in the first response.

Because MRS Bookkeeping is not currently an AAT licensed practice, AAT does not currently act as the practice regulator for MRS Bookkeeping.

Where a complaint relates to the conduct of an AAT member personally, AAT may have its own process for considering member conduct. This does not mean that MRS Bookkeeping is currently an AAT licensed practice.

Nothing in this policy affects any legal rights you may have.

If you are unsure about your legal position, you may wish to seek independent advice.

16. Relationship with other pages

This policy should be read alongside:

If there is any difference between this general policy and a specific written engagement agreed with you, the written engagement terms will normally take priority for that piece of work.

17. Review and updates

This page is reviewed periodically and may be updated as MRS Bookkeeping’s services, supervision status, professional status, tools, complaints process or legal obligations change.

This page will be reviewed when HMRC AML supervision is confirmed.

18. Last updated

July 2026