Intouch Accounting Avis 607

Stephen Dando has been my account manager for several years & I have found him to be extremely helpful and professional, particularly during the transition/ migration to Brookson. He has been a reassuring presence.

My lead accountant is Emma Shale - so she is my point of contact with Intouch. She is easy to contact (just book a call with her online), and is knowledgable and honest about timescales and the practicalities of the way things work. When she commits to do something, it gets done, so I'm a happy customer!

They are really good at their job. They are friendly, competent, and trustworthy. Highly recommend.

As like many other review - I'd give 0 stars, but that isn't an option.
AVOID THEM AT ALL COSTS
Worst professionals I've seen by any measure.
I started working with them in 2023 and everything seemed ok at the time. However, over 2023 and early 2024 the service got really bad.
I reached a point when my allocated accountant wasn't answering my phone call, not responding to my emails and not getting back to me after many voicemails/emails etc.
Things got so bad in tail end of 2024 and early 2025 that I used to email them 5 times a week and call them 3 times a week and all I get in return is radio silence - no acknowledgements, no replies - NOTHING!!!

I escalated - but even that didnt improve anything. I terminated my contract with them in Feb/Mar-2025 - guess what, even after putting this in writing that I am terminating the contract - I got zero acknowledgement from them - WHAT A SHAME

HORRIBLE HORRIBLE SERVICE - I'd ADVICE YOU TO AVOID THEM AT ALL COSTS!!!!!!!!!!!!

Patrick was a pleasure to work with. Professional, decisive, fast, but simultaneously took the time and effort to listen and understand the situation thoroughly.

If I could, I would rate them 10 stars! Every time throughout the past seven years since I first used them, I have had first-class service from a range of staff who work there. Patrick, in particular, has provided such clear and professional advice whenever I have needed it.

A big thank you to him and to InTouch staff.

Donna was approachable and knowledgeable. She resolved my queries and brightened my day.

Great service provided by James, appreciate the time and advice. Found the call very useful.

Many thanks to marrianne for helping me with the onboarding of my company. She has been very helpful, knowledgeable and a bit of a laugh too.

I always get the response from Ben in a timely manner and he clearly responds to requests. Highly recommended.

Many thanks to Stephen and Lukasz for great support under challenging circumstances (due to IT system migration).

Many thanks to Morgan Stokes for prioritising what was an urgent request on my side. His professionalism and 'can do attitude' ensured he was able to deliver.

Well done and keep up the good work.

Pleasant to talk with. provided good professional advice i dont recall receiving before. someone who actually vared about looking after my accounts in the most beneficial way

The advisor is really friendly and patient helping me to conduct tax returns for the first time.

A snapshot of Intouch's decline:
2018-2021 - Year end filed 3+ months before due
2021-2022 - Year end filed 1 month before due
2022-2023 - Year end filed 7 days before due
2023-2024 - Year end filed 3 days before due

2024 - June - The new portal that doesn't support dividends, takes 20+ seconds to load and is riddled with financial errors is forced upon customers with no transition period. Intouch fail to migrate most customer data; For example contract dates, day rates and names all gone. SATR's submitted on the old portal in 2023 are not processed and customers are forced to resubmit SATRs on the new portal after chasing for an update!

2025 - Feb - 8 months after giving notice - I am still here. Still waiting on handover documents. The portal still takes 12-16seconds loading in individual widgets on login due to a halfbaked setup.

The reviews here helped "run screaming into the night" is not just great advice but is raw catharsis. After mid 2024 any review over 2 stars is honestly dubious. No individual member of staff can salvage victory from the jaws of such widespread systemic failure.

Great experience as a first time contractor. Shaunie, Donna, and team answered all the questions no matter how small (or seemingly stupid) to make the whole transition from lifelong permie to new contractor a seamless experience. Everyone I interacted with had in depth knowledge and the patience to walk me through the various aspects of accounting so I know what I need to do, when, where, and how. Happy with overall services, service delivery/response times, and the omnichannel experience. Would recommend to any consultant (or other professionals) starting their contracting journey.

James Lee-Hindle talked me through the process for closing down my limited company. The guidance he provided was clear and concise and was delivered in a very professional yet personable manner.
He is a great ambassador for InTouch Accounting.

I’m pretty clueless when it comes to finances, so my questions are pretty basic, probably even boring for a pro accountant. But Emma Shale, my contact at InTouch, has always been super patient, thorough, and great at breaking things down in a way that actually makes sense. So why not 5 stars? Well, the accountants seem swamped, and booking a slot can take days, especially around deadlines. As a solo director with just a few invoices a year, the cost vs. value doesn’t quite add up for me. I don’t mind waiting, but if that’s the case, maybe make it a bit cheaper?

[UPDATE]
The service had a drop of quality, or better, I found out about the mess they made.
I found an unwanted *director* in my company, I don't know him and I have never requested it.
After months, turns out the illegal was added with my unique number lawfully. Now, InTouch won't admit it nor took the necessary steps to figure out how this happened, but they were in charge of my accountancy and had my credential when the error was committed.
Everything is running super-slow, they blame the HMRC ofc but I don't see any proactive energy in rectifying the situation, I have always to chase them.
Moreover, I found out that my assigned accountant left the job because her Calendly page was not working; nothing else, not a call nor an email.
I had to chase them and book an introduction with my new accountant, when the other way around is expected from a professional business.
Quite disappointed.

Got my accounts by January last year (so a 4 month turnaround) This year I've been told it will be mid-March - a 6 month turnaround - that is how bad the service has gone at InTouch. But how do I run a business half blind?

I feel so sorry for the people working there - the IT systems are a shambles and they will probably never recover from this

I have been with Intouch customer for past 10 years but recent 1 year after merger their service is horrible where VAT returns with mistakes(3 quaters consequetively), no response from the accountant, have to chase them to remind them to file the returns and lot more. Never had this problem for past years once before but I wouldn't recommend them for anyone. Always they give excuse as catching up with backlog for past 1 year but never improved.