Most appalling customer service I have ever experienced from a company, if you get Edward Smith as your client manager, god help you as I can confidently say no work will be produced by him. I was with QDOS for 3.5 months, and nothing was done correctly, if done at all. This eventually drove me to leaving QDOS, and even that was a nightmare. It took nearly 40 days for QDOS to communicate information to my new accountant, even though I was assured it would only take 14 days. I am still waiting for HMRC and Companies House paper communication to be forwarded on to my new business address.
I sent a number of emails to QDOS Accountants to express my concerns, I have received a couple of calls to discuss my complaints, but they were never followed up.
The main issues I had with them during my contract include:
- No Payslips were created for my monthly salary.
- Communication from my Client Manager (Edward Smith), was virtually non-existent.
- Apart from the Initial consultation, and creation of my business bank account, no other work was produced.
- My self-assessment forms were not reviewed.
- There was no tax planning or dividend strategy provided.
- There was no invoice provided for the month of June to pay for the accounting services.
- One of my monthly snapshots was wrong, when I questioned to try and resolve issues, no response was received.
Upon review of the contract I had with QDOS, they breached 8 points of said contract:
Section 2.5, it states "For newly incorporated companies, we will complete Corporation Tax, PAYE and VAT registrations, and an annual self-assessment " However QDOS failed to complete my PAYE for the June payroll (Submission was required by the end of May). The direct result of this means that I am not able to take a salary during the month of August 2018 to allow my Payroll to catch up.
Section 3.5, it states "Provide bookkeeping services to your business; complete a monthly account reconciliation of your business bank account & track account movements (subject to the required data feed by your bank account provider) and recording of allowable expenses. " However this monthly bookkeeping (The monthly snapshot) was incorrect. When I questioned, I received no response to allow resolution.
Section 3.6, it states "Provide an initial tax planning example; detailing director’s salary and dividend strategy." There was absolutely no help with coming up with a strategy, upon question of how much dividends it is recommended to take, I received no reply. This resulted in myself having to come up with a dividend solution, and calculate my own figures.
Section 3.7, it states "Provide unlimited tax advice specific and pertaining to your current service contract." However I never received replies back from my emails to allow facilitation of this.
Section 4.3, it states "Run a monthly payroll for your business in accordance with your chosen salary level and produce directors’ payslips." However in the 3 months I was with QDOS, no payroll was submitted.
Section 5.1, it states "Provide a dedicated account manager as a point of contact and offer unlimited telephone and email support for business support service related queries." I had a dedicated client manager, however email support was not provided as I never received replies.
Section 5.2, it states "Provide log-in access to our Client Portal where you can access your monthly generated payslips and other important documents pertaining to your company. " However no log-in access was provided for months, I had to chase up for requirement of this.
Section 5.4, it states "Produce dividend vouchers for dividends drawn and upload to your client portal on the 20th of the following month, or the next business day if the 20th is not a business day." However no dividends vouchers were produced for the dividends I withdrew.
Based on this, you can see the service I received was well below standard, and I certainly would not recommend them. And I am now happy with my new accountant.