The fastest route is nearly always the direct one: message your Panel Accountant in the app. 80% of issues are a misunderstanding resolved in a single exchange. If that doesn't work, or the complaint is about Qantori itself, read on.
Stage 1 · Raise it
Email info@qantori.com with:
- A short description of what's happened
- What you'd like us to do about it
- Any reference numbers (filing ID, invoice number, message thread)
We acknowledge within 1 working day. A named complaints handler takes the case and writes back with a substantive response within 10 working days. For complex cases we may need longer – we'll tell you within the 10-day window if so, with an expected resolution date.
Stage 2 · Escalate
If you're not satisfied with the Stage 1 response, you can escalate to our Head of Practice(a qualified, regulated accountant) who will review the case personally. Respond to the Stage 1 email saying you'd like to escalate; they will acknowledge within 2 working days and respond within 15 working days of receipt.
Stage 3 · External
If we've exhausted our internal process and you're still not satisfied, you can take the matter to an external body:
- Your accountant's professional body – every accountant on our panel is individually regulated (ICAEW, ACCA or CIOT); complaints about their professional conduct go to their own body. For ICAEW members: icaew.com/regulation/complaints-process.
- ICO – for data protection concerns. ico.org.uk or 0303 123 1113.
- Financial Ombudsman Service– for matters that fall within their jurisdiction.
- HMRC's Agents Complaints team– for complaints about the conduct of HMRC agent services we operate on your behalf.
We will give you a “final response letter” at the close of Stage 2 that explains exactly which external routes are available for your specific complaint.
What we track
Every complaint is logged, categorised, and reviewed monthly by our Head of Practice. Patterns are surfaced at quarterly all-hands. We publish an annual complaints summary in our transparency report, showing total volume, category split, and resolution times (2024: 47 formal complaints across 6,800 clients, mean resolution 6.2 working days).
Who to contact
Email: info@qantori.com
Post: Complaints, Qantori, 1 Knowsley Road, Norwich NR3 4PR
Phone (existing clients only):0203 900 9891 · weekdays 9–5