The Tax Refund Company Avis 

Réponse de The Tax Refund Company

15 déc. 2025

Hi Ethan, thanks for getting in touch.

Sorry to hear about your experience, given that we work work on a no win no fee basis, it's not in our interest not to process customer applications, so let's see if we can fix this for you.

To get things started, please can you give us the reference number that would have been on the email that we sent you?

Also, could you confirm the email address that you sent your enquiry to? Under normal circumstances, all emails are responded to within 1 business day.

Many thanks.

Réponse de The Tax Refund Company

9 déc. 2025

Hi Vicky, sorry to hear this.

We normally allow 14 days from the date that we receive a refund for the team to check that a client's refund is correct, and that everything that should be refunded, has been.

Do you have your reference number so that we can look into this please?

Kind regards.

Réponse de The Tax Refund Company

Actualisé le 7 nov. 2025

EDIT - Hi David,

Just checking back in with you after checking if your application has been dealt with yet.

We see that your agent has completed your review, organised the documentation which you have now signed ready to submit to HMRC and that you have been sent your full tax report. So everything is in order and you're all up to date now.

Our apologies that it took a little bit longer than you expected, as mentioned below, these things take a little time.

If you wouldn't mind, please could you update your review to give a true reflection of the service you have received? It makes all the difference.

Many thanks.


Hi David, thanks for getting in touch.

Don't worry, we haven't forgotten about you. Having checked our system, we can see that your application is still in the process of being reviewed (tax being the complicated subject that it is). Your advisor will be in touch soon no doubt.

Just out of interest, have you tried emailing for an update? Normally our team will respond within 1 business day.

Kind regards

Réponse de The Tax Refund Company

28 oct. 2025

Hi Cat Heal,

Well this is unusual! Are you sure you have the correct company?

You've stated "This company applied for a refund on my behalf which I didn’t ask them to and then kept that money themselves telling me it was to pay their fees".

We ask if you have the correct company as there are a number of businesses operating with a similar name to ours, and we only deal with customers who have specifically applied for our services and agreed for us to act on their behalf.

Just to illustrate the process - we actually can't claim back any tax for a client if they don't give us authorisation to do so as you will see in the explanation below:

We are an HMRC authorised agent and HMRC will not send a refund to an authorised agent on behalf of a client unless specific authorisation has been given from the client themselves.

Clients give authorisation by signing HMRC's official documentation using what's called an "Advanced Electronic Signature" process which is insisted upon by HMRC. This process tracks each step, recording when the document is signed, who signed it, even the device they used when they signed it. So, it's not something that can be done by accident or fraudulently.

So as you can see, in order for us to have claimed any tax back for you at all, you would have had to have given us authorisation to do so. Whereas in your review, you're saying that you didn't ask us to do it, so therefore you must have the wrong company.

Sorry to hear you have had a bad experience with whichever company you used. If someone has acted on your behalf, but without your authorisation we recommend that you contact the authorities for further guidance.

Kind regards.

Réponse de The Tax Refund Company

20 oct. 2025

Thanks for the feedback Gary, that's exactly what we're trying to achieve! Thanks for using our service, we really do appreciate it. Kind regards

Réponse de The Tax Refund Company

16 oct. 2025

Thank you so much for the feedback Sandy. This is a new product offering so it's great to hear we're hitting the spot. Thanks for using our service, we really do appreciate it. Kind regards

Réponse de The Tax Refund Company

6 oct. 2025

That's great to hear, we're glad you appreciate what we do.

Thank you so much for using our service again.

Kind regards

Réponse de The Tax Refund Company

10 sept. 2025

Thanks William, we've been working very hard on making changes based upon customer feedback, so it's great to hear we've hit the spot. Kind regards

Réponse de The Tax Refund Company

3 sept. 2025

Thanks for leaving us 4 stars and thanks for using our service, we really do appreciate it! Kind regards

Réponse de The Tax Refund Company

2 sept. 2025

Thanks for the feedback Abeydin, and thanks for using our service, we really do appreciate it. Kind regards

Réponse de The Tax Refund Company

26 août 2025

Thanks for the feedback and thanks for using our service, we really do appreciate it. Kind regards.

Réponse de The Tax Refund Company

20 août 2025

What wonderful feedback, thankyou so much Keith, we really do appreciate it. Thanks for using our service. Kind regards

Réponse de The Tax Refund Company

15 août 2025

Thanks for the feedback Dolores, we try to interpret what HMRC need and make things as simple as possible.

Thanks for using our service, we really do appreciate it.

Kind regards

Réponse de The Tax Refund Company

7 août 2025

Thanks for getting in touch Keith, although we're not sure what you're trying to achieve by leaving this review as most of what you've written simply isn't true is it?

So, let's step through what actually happened.

We'll start with the part that's true - You applied for our service and yes, the initial information you provided suggested you may have been due a refund.

OK, now let's go through the rest:

You applied for our service in April but then sent us paperwork that you had already received from HMRC in March showing that you had not paid enough tax. So, you suggesting that you received these further to our involvement simply isn't true, is it?

We know HMRC's paperwork can be quite challenging to understand, which is why it's often a good idea to employ a professional company to look into things for you. When we reviewed your paperwork we discovered the amount you owe them is actually £117.32 which your advisor informed you of at the time (and you replied to their email).

At this point we could have simply said, sorry you're not due a refund as you've not paid enough tax, but what we actually did for you was deal with HMRC on your behalf in an attempt to reduce the amount you owe, which unfortunately we were unable to achieve. It is worth mentioning here (for our avid negative review readers) that we did this completely free of charge, so you are certainly no worse off as a result of engaging our services.

So by stating here that you owe £600 when you already know that's not the case and by also suggesting that it was as a result of our service cannot even be classed as an honest mistake on your part.

It seems that you are attempting to both sensationalise a situation you find yourself in and damage the reputation of a company that has not caused the situation but has simply provided a professional service to try and help you out, again worth mentioning - completely free of charge.

To your final point about not providing details of how to make a complaint, your advisor provided you with all the details of exactly how to make a complaint, which you did, and your complaint has subsequently been investigated and dealt with, again in a professional and timely manner.

Our only thoughts as to why you would write such a review, given how little truth is contained within it, is that perhaps you’re going to use it as part of an application for a click bait copywriter? If that's the case, then we wish you good luck. It seems you have a natural talent.

Réponse de The Tax Refund Company

30 juil. 2025

Hi Jess, thanks for getting in touch.

It sounds like you may have misunderstood the information you've received from HMRC. It happens all the time and is just another reason why clients really need to know what they're doing when dealing directly with HMRC.

From what you're describing, we've obtained you a refund covering a number of tax years. When HMRC write to clients letting them know that there is a refund due, they will send 1 letter for each year, often all in the same envelope, but not always. The confusion is almost always caused in the way that they add together any previous year's refund and include it into the next year's letter.

For example, to keep things simple, let's say we identify that a client has paid £100 too much tax every year for the last 3 years and arrange to get it refunded. HMRC will send the client 3 letters:

The first will include information about the tax paid during that first year and will say the client is owed £100 (pretty straightforward).

The second will include information about the tax paid during the second year, but will also include information about the tax owed from year 1, so will say the client is owed £200.

The third will include information about the tax paid during the third year, but will also include information about the tax owed from year 1 and 2, so will say the client is owed £300.

This confusion is usually because clients don't realise that the total refund is the amount on the last letter, not all 3 added together.

This then leads to disappointment when the client thinks they're getting a refund £600, when it's actually only £300 (using figures from the example above).

We then process the refund, check everything is OK, forward the refund minus our fee and all of a sudden the client thinks we've charged ridiculously high fees for our service and taken most of their refund, when we haven't. They've just misunderstood the paperwork from HMRC.

To be fair, we do provide a full breakdown of the actual refund amount and calculations regarding our fee in the email you have mentioned, but even so, we understand your disappointment when you think you're getting a certain amount refunded but that turns out not to be the case.

Our apologies for any confusion that this may have caused. You're not the first person to have misunderstood HMRC's paperwork and are unlikely to be the last. Unfortunately, that's just the way they do things.

Hope that all makes sense.

Thanks for using our service, glad we were able to assist and correct your tax situation.

Kind regards

Réponse de The Tax Refund Company

30 juil. 2025

Thanks so much for using our service and for taking the time to leave us a review, we really do appreciate it. Kind regards

Réponse de The Tax Refund Company

29 juil. 2025

Hi (name kept confidential),

thanks for getting in touch and thanks for supplying your details so that we could look into this further as it looks like there are a few things to unpick here.

Your comments regarding emails seemed a little unusual given that we don't approach people out of the blue (we're not one of those companies that just buy data and spam people).

We deal with lots of clients via email of course (as part of their ongoing application) but outside of that, we only ever email clients who have applied to us previously, so it was good to see that you had applied to us in the past and that our marketing team were referring to a previous incomplete application that you had made via our website which contained information indicating that you could still be due a refund.
So what you're saying makes sense, although it does read a little as though we were just emailing you out of the blue, which is just not something that we do.

Now with regards to our offer of an Amazon voucher. This is something that we do from time to time and is pretty much as you describe in that it is aimed at clients who have started an application in the past and all indications of the information they have provided suggest that they could be due a refund. Given that refunds are how we earn our fees, we will occasionally use voucher offers to encourage clients to complete the process. For the most part, clients who respond and finish their application usually end up with a much bigger refund than the value the voucher would have been, so everyone wins.

That said, there do need to be terms and conditions to any scheme like this. One of ours (as you are already aware) is quite simply that in order to claim a voucher, the client must not have already received a tax refund by other means (during the period our review would cover). It's not being dishonest, it just ensures the scheme works for everyone - we're sure you can imagine, if we didn't have this clause, we'd go broke pretty quickly given that we can't obtain refunds for clients who have already had refunds.

It is important to mention that this is all clearly laid out in the Amazon offer email though, again, not hidden away in a link somewhere or one of those separate, deliberately overly wordy documents that some companies use to prevent people from reading them properly.

Hope that all makes sense.

Just with regards to your final point about HMRC automatically refunding overpaid tax. Again, you're right, in certain instances that's exactly what they do. Indeed, if HMRC always got it right and always returned overpaid tax in a timely manner then we wouldn't have been in business for the last 30+ years getting refunds of over paid tax back for hundreds of thousands of customers who weren't as fortunate as yourself.

Given the business we're in and the thousands of customers that we deal with, it's actually quite refreshing to hear someone speaking positively about their experience with them.

Thanks again for getting in touch, sorry we were unable to assist you in gaining a refund (or a voucher) it's not the outcome either party would have been looking for.

Kind regards

Réponse de The Tax Refund Company

23 juil. 2025

Hi Emily,

Thanks for getting in touch, we're sorry to hear that you feel that way.

That said, we're always a little amazed when customers feel they shouldn't have to pay us for the service they've employed us to carry out for them.

If you ask a mechanic to service your car, you would expect to have to pay them for the service they provided. If you went to a hairdresser to get your hair done, you would expect to have to pay them for their service.... the list goes on and on. We're guessing you get paid for the service you provide too. So why would you not expect to pay for this service?

Information regarding our fees is included in every single piece of advertising material we send out (not hidden in fine print) it's also on our website and it's also included in the terms and conditions that every client agrees to in order for us to work on their behalf. It includes all information about our minimum fees.

Sorry to hear that you missed it in all 3 places.

We understand you may be disappointed that you were only due a small refund, as were we (it cost us more to review your circumstances, submit your claim and deal with HMRC on your behalf) but we can only obtain refunds for whatever tax a client has overpaid.

Unfortunately, as has been the case with yourself, sometimes those amounts can be quite small, but be assured that we provided the same level of service regardless of it not ending up as a profitable situation and you can rest assured in the knowledge that you are now paying the correct amount of tax as a result.

Anything but scummy behaviour really.

Kind regards

Réponse de The Tax Refund Company

21 juil. 2025

Thanks for taking the time to leave us a review Kristie and thanks for using our service, we really do appreciate both. Kind regards

Réponse de The Tax Refund Company

17 juil. 2025

Thanks for using our service Alan, and thanks for taking the time to leave us a review, we really do appreciate both. Kind regards