Intouch Accounting Reviews 607

I am having similar experience to recent reviewers. Little/infrequent comms via email. Nobody picking up the phone.

Morgan Stokes has been very helpful with Year end accounts and self assessment. I rate her highly and appreciate the support and service received.

Truly shocking (listed as 5* because I note that, laughably, you include only reviews scoring at least 4*s on your site which, based on our experience, must exclude a significant majority. Awful customer service. Unresponsive. Failure to meet HMRC deadlines. Complete waste of money. Avoid at all costs.

New to intouch as recently accountants. Danielle Read is helping us with onboarding, and she has been great help with navigating the portal. Danielle responds to emails very promptly & thats great help. Looking forward for a stress free accounting with intouch & Brooksons.

Like others, I would give zero stars if I could. When I first started using their services, everything seemed fine, but over time, the service has deteriorated drastically. My company is no longer trading, and I’ve been trying to close it down for months. I initially requested a call with Intouch in May 2024 to discuss this, but eight months later, there has been no progress on my request.

I rarely get responses to emails, and when they do contact me, it's always by phone—usually at times when I’m unable to answer due to work commitments. Despite repeatedly asking whether we can make progress via email or schedule a convenient call, nothing seems to change and they continue to try to ring me at inconvenient times.

I'm beyond frustrated. I first requested to close my company eight months ago, and yet I am still having to keep on top of company admin. The worst part is that I was paying a non-trading fee for months before I decided to shut down the company, even though they didn’t provide any substantial service during that time. And now that I need them, they're nowhere to be seen. It feels like a complete waste of money.

I strongly advise against using these accountants!

Today, I received great service from Daniel Mellor who went out of his way to deal directly with me to resolve some questions that I have regarding my company and upcoming changes.

I don't know what to do. My accounts are almost overdue and I cannot get hold of anyone at Intouch. I just get put on hold and then asked to leave a message and someone "WILL" get back to me. I don't know if I should get another accountant to do my accounts but I have been paying them £150 per month for many months in the expectation they will do the accounts. My company is not doing too well and I don't want additional expense. Maybe someone at Intouch will read this and respond. My so called accountancy team is Marc Lam and Morgan Stokes.

SACKED!
It is beyond belief how an accounting firm can take the money of those that entrust in them to keep their affairs in order and be so completley unproffesional and negligent, over the last couple of years the 'service' from Intouch has declined to levels of complete hilarity.
My company already has a CCJ because when it made the switch from sister company Brookson nobody thought to inform Companies House of the change of address, as a result the nominal fee requested for change of address was never recieved or given the opportunity to pay resulting in a CCJ for a poxy £250.00, all because someone didnt do thier job!

'Intouch Connect' was introduced last summer / early autumn & subsequent problems arose resulting in my corporation tax returns having to be posponed with an extension of time with HMRC until October 31st. October 31st came and went, still no accounts filed with HMRC, now in January 2025 I find out purely by chance from a business credit card company I have fortunatley never dipped into that they can no longer offer thier credit facility because the company has been forced into a compulsary strike off due to non return of accounts or in fact any other correspondence being addressed. Does it get any more appallingly bad than that?

Self assessment is due at the end of the month, I already know they are not going to do anything despite my continued flawless record of payments for a non existent service of £126.00 +VAT per month so I have now cancelled all future payments and employed a better (& much cheaper) local accountant to file my return, I have little choice now but to strike the company off anyway because its in such a God awful mess thanks to this shower of sh1t..!

Intouch.. YOU should be struck off!

James Lee Hindlee was extremely helpful and professional.

If I could put zero stars then i would have. this company has caused me so much personal stress recently because they just do not respond to any communication and it is impossible to speak to anyone on the phone. half a dozen unanswered emails, no-one answering the phones, unable to leave a telephone message due to full inboxes. It seems like Brookson One has intentionally killed this company. Appalling service.

Edit: you've responded below but still made no contact. You seem to have a complete disregard for ensuring that your paying customers meet their legal obligations with the HMRC. When will you make contact with us?

It took Intouch 4 months to give me a final response to my complaint (from September 2024) as apparently the only person looking at this was repeatedly off sick and nobody else should pick this up in her absence. During this time I filed all of my own tax returns - super easy, I recommend just doing it yourself.

When I explained that they had not included the HMRC fees refund they promised twice in the past, they said they're sure they've requested them previously, but they would just include them within the lousy £300 they already offered to compensate me!

Hilarious. ICAEW here we come!

I am very disappointed at their lack of response & communication. I have now decided to leave this firm & seek accountants elsewhere. 14 resignations out of 16 directors must be enough reason to think twice before approaching this firm to do your accounts. What a shame & I wish I knew about it earlier enough.

I finally got followed by Lorna Emson, a really great professional!

After a lot of troubles, I can state that with her you are taken care of.

As others have noted, there's certainly been a bit of an upheaval in the last year, but Intouch are back on form. They worked over a weekend to sort out the staggering tax bill I received identifying where the problem had occurred (not them)

Avoid at all costs! This firm has been an absolute disgrace as accountants. If I could rate them zero stars, I would. It is almost impossible to get a timely response from them, and they have caused ongoing delays in preparing my self-assessment tax returns (SATR) and company accounts, putting me at risk of missing statutory deadlines.

I have been with Intouch as a contractor for 10 years, and the service has become abysmal, deteriorating significantly since the takeover by Brookson, followed by the forced car crash of migration to their new "better" portal with no consultation. Total lack of professionalism and efficiency

Gill and the rest of the team have been extremely patient, navigating me through using intouch, the different aspects of it etc to support me, and in turn my family (being sole provider).
Huge weight off my shoulders from day 1, knowing if i have any questions i can ask anytime.

I am very new to accounting as a Limited Company so there were many new concepts to get my head around. Intouch have worked really hard to make the onboarding experience as painless as possible.
I had the pleasure of being looked after by Gill who has been absolutely brilliant in explaining things to me as well as being incredibly patient.....
I would highlight recommend Intouch and especially Gill.

The most appalling company.

Absolutely terrible, get everything wrong (like VAT), don't submit returns on time (or remember to do them without prompting) so you get penalties from HMRC, and are absolutely impossible to get hold of. Wouldn't wish them on anyone. Definitely avoid. Will be making formal complaints.

Keith has been really lean in and good to work with - the experience over the last six months has been pretty awful to be honest - but Keith has renewed my faith in your organisation. So thank you Keith 👏👏

Donna was lovely - very friendly and helpful