4.1 We are committed to delivering a professional, responsive, and high-quality service at all times. Your Engagement Partner will oversee the delivery of our work and act as your primary point of contact to ensure your satisfaction.
If, at any point, you are dissatisfied or experience any difficulty, we encourage you to raise the matter directly with the Engagement Partner and their team in the first instance.
Should the issue remain unresolved, please escalate your concern to:
Mehmood Rajoka
📞 +44 121 766 5477
📧 office@rraccountants.co.uk
We take all complaints seriously and undertake to review them thoroughly and promptly. Upon receiving your written complaint, we will acknowledge it within five business days and provide a clear explanation or proposed resolution as soon as possible.
4.2 We are not licensed or authorized for the reserved legal activity of non-contentious probate. Consequently, any work we do for you on closely aligned activities, such as estate administration or inheritance tax advice, will not be covered by
4.3 As part of our ongoing commitment to providing a high quality service, our files are periodically subject to an independent regulatory or quality review. Our reviewers are highly experienced and professional people and are, of course, bound by the same requirements of confidentiality as our principals and staff.
Dealing with HM Revenue & Customs
4.4 When dealing with HMRC on your behalf we are required to be honest and to take reasonable care to ensure that your returns are correct. To enable us to do this, you are required to be honest with us and to provide us with all necessary information in a timely manner. For more information about ‘Your Charter’ for your dealings with HMRC, see
https://www.gov.uk/government/publications/hmrc-charter. To the best of our abilities, we will ensure that HMRC meet their side of the Charter in their dealings with you.
4.5 We will take account of the steps and checks suggested by HMRC in their ‘Agent Toolkits’. While use of the Toolkits is voluntary, we will ensure that our quality control procedures match or enhance the suggestions in the Toolkits so that, in the unlikely event that HMRC consider any of your tax returns with which we assist to be inaccurate, we will be able to help you demonstrate to HMRC that reasonable care has been taken in the preparation of the return, thereby significantly reducing the possibility of an inaccuracy penalty being imposed. To further reduce the possibility of an inaccuracy penalty, you will remain responsible for maintaining good quality supporting records for each return, for providing us with all relevant information and explanations and for acting on any advice that we give you.
Effective Date: 30 July 2025