Intouch Accounting Reviews 607

I had been with Intouch for over 10 years up until leaving them 6 months ago due to the staggering decline in service over the preceding 6 months combined with a gradual increase in the price for managing what was a very simple account.
In the early days I could contact my personal accountant and receive a response the same day or the next - at the end it was more like 10 days or longer before anyone responded.

The real trigger though was the shambolic move to Brooksons and their new and incomprehensible portal. I was without any company account details for the following 3 months or more - unable to see any past or present payroll, dividends, VAT returns, Corporation Tax due etc.
I had no way of managing my account without sending emails, which took an age for an often partial response and which was never from my actual named accountant. All for £154/month. So I left.

Since leaving they have been obstructive and slow to assist with my move to a new accountants and have STILL not closed and filed my company accounts for 2023 for which they were paid handsomely.

It's honestly now like dealing with a company that has stopped trading - emails unanswered and phone calls diverted to dead extensions.
We're likely to get another fine from HMRC to go with the one from the late (and incorrect) filing of the last quarterly VAT they were responsible for.

It seems like if you knew them when they were good, you realise how bad they are now. So thanks Intouch, it was great for a while, but now you are a shell.

I would like to recommend Intouch Accounting- I do not usually complete reviews but the support I have received from Stephen Dando has been excellent and I feel should be formally recognised.
Stephen always replies to my emails in a timely manner and has arranged remote meetings where screens can be shared to assist using the electronic platforms.
Stephen is always professional, happy to help and so patient.
Thank you for taking the stress out of completing the accounts.
Mrs S. Pindor. Nottingham.

I am very happy with my dedicated accountant Stephen Dando. I've always received a timely response for any issues and I know that things are taken care of - whether they be ad-hoc requests or regular accountancy work. That said, I am not a fan of the new bookkeeping system which, in user experience terms, is a hot mess. UX design doesn't cost the world and would make a big difference.

Stephen Dando is my personal accountant and he is always very helpful. He listens to you patiently and provides you the best solution available. Thank you Stephen.

The experience from inception has been very smooth which has been mainly to do with the induction / onboarding sessions which Danielle has provided. The portal together with the sessions has been invaluable in helping with my first foray into the Ltd world.

It's worse far worse, after my last review I was asked to remove it they sent an email from a generic email address introducing me to my new team, non have been in touch or offered support when asked, I know want to leave but they are not handing over the info that's been requested, steer clear they are really pointless

Highly recommend. Stephen has been a great help my tax returns, always patient and happy to answer any questions, no matter how basic. Stephen has been patient with me and able to answer them all in good detail.

I appreciate to have received that call, the second in a short while. Danielle was very helpful in providing me relevant information and guiding me through some features on the portal; as well as taking my pointers and promising to take them forward to the systems development team. What was a bit surprising was the fact that, whilst I had previously spoken to my personal accountant about certain observations/missing functionality on the portal, Danielle did not seem to be aware of that when she contacted me. However, we spoke about those missing features (e.g., auto allocation rules for certain bank account transactions; creation of a dividend voucher by myself directly on the portal), and I look forward to seeing those features being made available in due course. Overall, well done, Danielle!

Highly recommend. I don't have any complaints with Intouch so far. Stephen has been a great help with payroll, VAT and tax returns. I ask a lot of questions as there is a lot I don't understand, but Stephen has been patient with me and able to answer them all in good detail.

Intouch, especially my account consultant Stephen is marvellous. He helps make me walk through all the complicated path concerning taxation.

I’ve been a loyal customer of InTouch for over 5yrs, and as others have experienced, the service has not been great over the last 6-9 months.
I have been informed that they have had quite a shake-up recently, and I appreciate that new staff are having to work hard to rebuild relationships and regain trust. It can’t be easy receiving criticism for the poor performance of others.
I know I have been a thorn in the side of my accountancy team over the past week, as I needed my most recent accounts prepared urgently. Whilst initially I struggled to establish communication, the team has really come through for me.
I’d like to personally thank Morgan Stokes for pulling together my company accounts in a single day, Meerab Ahmed for filing my VAT return on a Saturday to avoid penalties, and Wendy Pilkington for helping to grease the wheels. Their efforts and determination is greatly appreciated!

Donna Slater at InTouch Accounting was amazing. She went above and beyond to assist me with my tax assessment query. Providing me with advice and information.
Thank you Donna !

I AM A LIMITED COMPANY PROVIDING IT CONSULTANCY AND HAVE BEEN WITH INTOUCH FOR OVER 2 YEARS.

IN THAT TIME I HAVE HAD MIXED FEELINGS ABOUT THE SERVICE, BUT CAN CONFIRM THAT SINCE A CHANGE IN PROCESS AND WAYS OF WORKING, THE SERVICE AND SUPPORT HAVE IMPROVED 100% AND I HOPE THIS CONTINUES ON.

INTOUCH ARE A GREAT VALUE CHOICE FOR ACCOUNTANCY WITH OTHERS CHARGING MUCH MORE.
EARLY EXPERIENCES, UP UNTIL 4 MONTHS AGO, HAVE BEEN MIXED. THERE WERE TIMES I COULDNT GET HOLD OF MY ACCOUNTANT, AND TIMES WHERE I FELT I WAITED TOO LONG FOR MY END OF YEAR PAPERWORK TO BE COMPLETED. AT TIMES I FELT LIKE LOOKING FOR A NEW ACCOUNTANT.

APPROX 6-8 MONTHS AGO THEY SWITCHED TO A NEW PORTAL WHICH IS NOW WORKING WELL. ANY CHANGE COMES WITH IT SNAGS, AND HUMANS DONT LIKE CHANGE, THOUGH IT SEEMS TO WORK WELL NOW.

A STAFF RESTRUCTURE 4 MONTHS AGO SAW A MARKED IMPROVEMENT. I NOW HAVE A MAIN ACCOUNTANT AND OTHER, NAMED, ACCOUNTANTS FOR BOTH MY VAT AND END OF YEAR PAPERWORK. ENGAGEMENT WITH THEM HAS IMPROVED IMMEASURABLY TO LEVELS I SHOULD OF EXPECTED FROM DAY 1.

IN SUMMARY
INTOUCH HAVE MADE FANTASTIC IMPROVEMENTS SINCE SUMMER 2024 AND THE SERVICE I HAVE HAD SINCE HAVE GIVEN ME REASON TO POST THIS NOTE OF HOPE AND OF APPRECIATION. I AM OPTIMISTIC ABOUT THE FUTURE WITH THE RESTRUICTURE AND IMMEDIATE DIFFERENCES SEEN. THANKYOU.

New customers avoid this company - they are failing a lot of their existing customers with a lack of service right now. I have submitted a formal complaint to both Intouch Accounting and Brookson - I urgently need my year end accounts done and have been chasing for months. Please get in contact, company is Ryewood Consulting Ltd.

I have been a long standing customer of this company and found the service received from their customer service team and my various personal accountants to be of the highest standard i.e. ranging between 4 to 5 star. This has definitely not been my experience since they were bought out by Brookson and post the integration and migration of systems. I do understand that company integrations and migrations come with challenges, but you plan for this and ensure the standard of service is retained. Lack of email response / changing personal accountant/ conflicting advice / information / no commitment to call back when they were given - all of this has led to lack of confidence in this company. Hopefully management are reading these reviews and comments and are worried enough to take action. Otherwise there is plenty of choice in the accountancy world for existing clients to feel and secure a much better level of service. As per other reviews I would give a minus star if this was available. Such as shame this company service has declined so much.

My previous intouch accountant did not answer my queries quickly or efficiently. At times I thought it was a passive aggressive game that I was losing. My last VAT return was filled in by Wendy Pilkington. She stepped in to resolve an issue. Super fast, friendly, efficient and all round brilliant. There is however a lot of catching up to do by my latest accountant.

The Migration to the new Brookson system has been staggeringly awful. It is really really bad! The balances are incorrect. To correct issues the team have raised invoices in the current period to offset received payments - when the invoice was raised in the last quarter and VAT paid. So double invoices, double VAT etc. Overdue accounts prep with no sign of delivery. NI - still not up to date - some payroll error. The list goes on and on and on.

I have awarded 2 stars. If Wendy or more Wendy clones was looking after my account I am sure it would be 5 stars. But at the moment, it's slow responses - really slow. Shocking. So when I see all the glowing reviews on the website but notice the 2.7 overall score, I thought someone was taking the p*** and had to write a review. At the moment I am utterly shocked at the issues being caused by Intouch.

Very responsive and dealt with my query brilliantly.

I was referred to Morgan Stokes today to discuss my corporation tax and end-of-year accounting. Morgan guided me through the complexities of tax calculations with impressive clarity and precision. During our review, she identified some discrepancies, which she quickly took the initiative to investigate. Remarkably, she returned with detailed answers within the hour.

After several months of poor communication from Intouch , it was refreshing to be find someone who was able to address my questions in a competent and professional manner .I can confidently say Morgan has been the most helpful in explainingg how tax works in a clear and straightforward way. Her friendly and engaging approach was truly refreshing, and her ability to deliver on her promises so quickly was invaluable. Thank you, Morgan!

The worst imaginable experience. I’ve been robbed and lied to by these people whilst
They single handedly put my business and life at great risk

Fantastic advice and explanation of new portal system. Thank you Donna