Intouch Accounting Avis 607

Stephen Dando is always approachable and truly stands out is his proactive approach, explaining complex regulations in clear language, and always being available to answer my questions.

Came to stephen with a couple of questions and a problem and he was great help and helped me solve the problem

Donna was brilliant today, very helpful and knowledgeable. Thank you for your help today.

Intouch staff always positive and friendly. For a first timer doing Vat and company accounts its great having their support.

I would personally like to mention Donna Slater. She helped me feel supported and reassured through a situation that felt very complex and overwhelming. Money is complicated and daunting to most of us. So human kindness and understanding in this sector should never be overlooked.

Donna provided me with great accountancy onboarding advice, guidance, information, and support to help me start my limited company. Donna was very polite and professional which made me feel comfortable at all times. I feel assured that I will continue to receive excellent customer service. I now have much more understanding of the accounting practices and procedures which are applicable to my business.

I've been with Intouch since 2015, and for the first 8–9 years, the service was consistently excellent. However, since the Brookson takeover and the migration to their portal, things have gone significantly downhill.

Despite paying a closure fee, my accounts still don’t appear to be correct. I’ve emailed several times without any meaningful response, and when I follow up with phone calls, I’m still left waiting. It’s incredibly frustrating and disappointing after years of reliable service.

Perhaps if you're a brand-new customer starting fresh with Brookson, things might be different. But as an existing client, I’ve felt completely neglected.

The migration to the new portal was poorly handled — it clearly needed more rigorous testing and better staffing to support existing users.

And finally, waiting 10+ days for a response to email queries is simply not acceptable for any professional service, especially where accounts are concerned.

Such a shame to see a great service decline like this

Since switching over from Intouch portal to Brookson it’s been a nightmare.
All my expenses disappeared, some invoices duplicated.
Eventually decided to shut LTD Company down in September 24 and start a new one afresh. Still waiting for closure of 1st.
I can’t close till all my expenses are added and tax liabilities recalculated.
No response from Keith, Jasmin or Lucaz it’s been more than a week again since my email.
Shona lewis SL Microbiology Ltd

We are a new business and have been overwhelmed by what it takes to set up a Ltd company and run it properly. InTouch accounting have been great but there is one person that stands out for us and that is Gillian Donnelly!

Gill has been a blessing for us, she is professional, patient, knowledgeable and most importantly she cares! She has the human touch which is so rare nowadays. Gill has managed to turn the accountancy set up into an enjoyable experience for us.

Stephen Dando has given me faith again in the company. He has treated my demands with efficiency and kindness.

Wendy Pilkington at InTouch has helped me numerous times over several years. Often on the switchboard at all times or direct via email she has helped me navigate the intricacies of taxation, from VAT to Corporation and self assessment she has been a great benefit.

The responsiveness of Morgan Stokes when resolving queries on our annual accounts was excellent. Just makes our business day so much easier. Thank-you.

My experience with InTouch Accounting largely depended on the individual accountant assigned to my case. For several years, I had a very positive experience — the accountants were knowledgeable and efficient.

However, things began to deteriorate after InTouch was acquired by Brookson. Post-merger, I encountered multiple issues, including missed tax return deadlines, which led to penalty points from HMRC. The level of service dropped significantly under the new management, prompting me to eventually part ways with InTouch.

To summarise: the accountants themselves were excellent, but the post-merger management left much to be desired.

Brookson One/Intouch Accounting has provided a good service since I've been using them over the past couple years. All my queries have always been responded to and answered quickly. James Lee-Hindle contacted me this week and was extremely helpful with some useful insights on how I could manage a few items. I'm sure I'll be speaking to him a bit more over time.

After being ignored, and experiencing constant delays in trying to get basic information from anyone at Intouch Accounting, I told them to respond or I would cancel the service. I received no response, so I sent an email to any Intouch email address I had a record of, to say I was cancelling the service. Even that message received no response. But today, I get another email invoice! They are hopeless.

Ben Wells provided fantastic customer service—professional, responsive, and genuinely helpful throughout. He made the whole process smooth and stress-free, going above and beyond to support me. A real credit to Brookson!

Stela De Sena

Ben Wells has been very professional responding to my query and following up with a timely email. Although he was not able to resolve the issue he provided reassurance that he is aware of the problem and has taken action.

Stephen is always great to deal with; very helpful, friendly and efficient. I've had to deal with other accountants but the slow service was very frustrating. It wasn't until Stephen picked up my enquiry that things got resolved. Thank you!