Intouch Accounting Avis 607

Just started limited company , had no idea what i was doing regarding the accounts side, Donna Atherton got in touch to help me get started before i got handed off to my accountant and was brilliant to deal with answered all my querys quickly explained everything to me and worked through the connect system with me untill i got up to speed on it . Made everything so much easier thanks

I’ve had a great experience so far with intouch, they are very helpful with keeping me up to date with everything - with a special mention to Donna Slater who is a pleasure to work with and goes out of her way to make sure I’m on track

The customer service delivered by the In Touch team is exceptional.
Fast. Responsive. Accurate. Expert.
I would like to add that Keith Dooley and Stephen Dando truly deliver an outstanding service and I couldn’t be happier with their hard work.

Marianne was fantastic, clear concise, helpful and made the onboarding process seamless

Have been with Intouch for 10 years now and can say honestly they have been great. Always ready to help and their online tools are great. Recently been dealing with James Lee-Hindle regards changes to Ltd company; great chap and a pleasure to engage with. So can honestly recommend.

Was great for 10 years+ has gone drastically downhill in the last year since Brooksons or whoever took them over.

They can't seem reply to an email in less than a week now. I have been asking for a status update on my annual accounts preparation since last month (I provided the info in October 2024) and it takes over 1 week each time to get just a holding email from them, the people they most recently said will email me back (Morgan and Marc) have not got in touch and it's been weeks.

Seems to be new names every time I need to contact them. In Autumn last year as things were already slipping it transpired my accounts had been split and transferred to 3 different new people, yet I now get another new additional name when I email and eventually nothing more than holding reply which makes promises on people getting in touch with me that aren't delivered.

My year end accounts last year missed the deadline despite me chasing for 3 months before it and letting them know I would be away right at the deadline they still didn't produce the accounts until the just prior even though there are 10 months in which it can be finalised and presented to HMRC at any time.

Trying to call them again today (not my preferred option since it eats into time my business can be serving our clients but since emails are no longer being responded to in a timely fashion) all I get is a hold music and then after holding for a while it says they can't help now and to leave a message if I want - absolutely not helpful for such a business-critical service.

The only thing they are doing consistently in relation to my business at the moment is charging their direct debit fee which seems to reliably increase inverse to the service actually being delivered (currently costs over £150 a month with the VAT, so there are plenty options at that price or cheaper who even now advertise a client SLA).

If you are looking to have a timely accounts service to be able to focus on delivering your own business I would wholeheartedly not risk signing up to this level of service response. I'm forever worrying about it now as I can't trust my accounts to be delivered in a timely enough fashion for me to get them to HMRC and am now incurring penalty payments which causes me no end of worry and surely does not reflect well with HMRC on my business.

InTouch Accounting as it was is no more, any old positive news you see from Contractor UK forum was effectively for a different company. Brooksons Accounting or whatever whoever this is with the frequently rotating cast of names is terrible.

That has been my experience since my last consistent accountant left nearly 18 months ago anyway.

I have gone through the onboarding process with Danielle Reed who was both super professional in all the advice given and lovely to speak to. My onboarding experience with her went very smoothly and any questions or issues were answered/resolved in quick and efficient manner. Their system is very transparent and easy to use. I highly recommend.

Very good service
I had Danielle dealing with my onboarding & the service was great, very helpful, answered all my questions made the whole process seamless.
Would recommend

I would strongly caution any limited company director against using BrooksonOne/Intouch. Over the course of my five-year engagement, I experienced systemic delays, ignored emails, missed meetings, and virtually no proactive communication. Critical documents, including statutory accounts and tax filings, were routinely issued at the last minute, sometimes just days before deadlines, with no meaningful explanation or support. E.g. I never received a CT600 ye 2023 pre/post submission till now.

Despite repeated requests, they failed to reconcile my Director’s Loan Account across multiple years, omitted required disclosures from the accounts, and breached guidance. This left me and my company exposed to compliance risk. They later admitted the loan had been in credit during a previous tax year, but this was not disclosed or explained to me at the time, denying me access to business funds and the opportunity to initiate a timely tax reclaim when it mattered.

When challenged, they deflected responsibility, claimed data was lost during a system migration, and refused to comment on prior staff conduct implying those culpable had left the business, even while continuing to copy in one of those key individuals, who had been my supposed assigned accountant but who I only ever spoke directly to once during an introductory call. Subsequently it was a litany of missed calls/meeting appointments, out of offices or excuses of sick or annual leave when I chased update/progress to looming deadlines or ignored emails. They ‘misplaced’ important documents such as invoices and statements I had email to them obviously left unprocessed and when in a rush to looming deadlines month later requested I resend them, raising serious concerns around GDPR compliance and document handling procedures.

It got so bad that I was forced to escalate a formal complaint, during which I endured ever worse months of stress, financial uncertainty, and legal/accounting costs, all while trying to get accurate answers and basic accountability. This all took way too much of my time that should have been used to run my business and deliver to my own clients in a period when businesses can ill afford being inefficient. I eventually severed ties with the firm. A redress payment was agreed, but it falls far short of compensating for the disruption and professional damage caused.

Thankfully my new accountants Paystream are proving so much better and working proactively to resolve the still unclear aspects that BrooksonOne/Intouch handed over in my accounts and still remain unresponsive to them.

As a director, the experience left me constantly chasing responses, second-guessing filings, and exposed to regulatory and reputation risk. In my opinion, if you value accuracy, accountability, and basic professionalism, you should look elsewhere. I would never trust BrooksonOne/Intouch with my business again.

Fast efficient service

I spoke to James Lee-Hindle regarding a service for my company and he was friendly, knowledgeable and efficient.

Just finished my onboarding call with Daniele Read at Intouch Accounting . I really appreciated how patient she was. She didn't just explain the platform basics; she genuinely listened to my story as a new start-up and answered all my specific questions. The hour flew by, and I came away feeling informed but not overwhelmed. It's great to feel supported right from the start. Highly recommend based on this experience.

Stephen Dando is always attentive and although I'm sure I'm not his only client, he always make me feel as though I am. I can always rely on Stephen to be of assistance when needed. Asha Kumar has also been a great help over the past 12 months.

I had the pleasure of working with Danielle during my onboarding journey with Intouch Accounting, and I honestly couldn't have asked for a better advisor. Danielle was wonderfully helpful, always friendly, and genuinely had my best interests at heart throughout the entire process. She consistently went out of her way to ensure everything ran smoothly, making what could have been a stressful experience feel simple and supported. Her professionalism, warmth, and dedication really stood out. Thank you, Danielle, for your incredible support — you’ve been an absolute star!

Super helpful, friendly and supportive. Highly recommended.

I have dealt with Stephen Dando a few times and he has always been very polite and helpful and resolved my issues or any concerns and always replied promptly to any queries I had.

Always very helpful and quick to deal with any issues. thanks to Ben and Stephen and the team for their help.

These guys are real amateurs. Very slow response times usually requring multiple emails to even get recognition of question or issue. Don't call back if you ask. Sit on tasks for long periods of time. Very little initiative. Just really poor client service overall. Don't waste your time. It will be more stress and trouble than the question you needed answering in the first place.

They started out as a great firm, until Brookson took over. The service has been non-existent - no accounts, no response to emails (and there have been A LOT), constant rotating door of accountants each as awful as the last and a lot of stress.
Avoid like the plague or you could end up stressed and on the wrong side of HMRC.

Great service

Accounting services can be a big chunk of expenses for micro-businesses, so the ease of use of the portal, and how helpful and detail-focused the team at Intouch have been has been a huge help for me in getting things rolling.

I am extremely impressed with the support and service provided by Danielle Read. She was professional, responsive, and efficient in resolving some issues identified. Every query was handled promptly, and the level of expertise displayed was outstanding. Her commitment to customer satisfaction is truly commendable. I highly recommend her for anyone looking for reliable and efficient customer support from Intouch Accounting.