Complaints
Last updated 19 October 2026
We publish this procedure because you should be able to read it before you need it. It is the same procedure that forms part of our standard terms of business.
1. Tell us first
If you are unhappy with any part of our service, tell the Director in writing:
- by email to hello@remezpartners.co.uk, with "Complaint" in the subject line;
- by WhatsApp, if that is easier — we will ask you to confirm the details in writing so there is a clear record;
- or by post to 21 Royal Engineers Way, London NW7 1TU.
It helps if you tell us what happened, when, what you would like us to do about it, and how you would prefer us to reply.
2. What happens next
| Stage | Timescale |
|---|---|
| We acknowledge your complaint in writing and tell you who is handling it | Within 5 working days |
| We investigate: read the file, check what was agreed, and speak to you if anything is unclear | Ongoing |
| We respond in full, in writing — what we found, whether we agree, and what we will do | Within 20 working days |
| If the matter is complex and we need longer, we tell you why and give a new date | Before the 20 working days expire |
3. If you are still not satisfied
Write to us again and say so: we will review the matter afresh, and where appropriate we will propose an independent review or mediation. We take complaints seriously and use them to improve — a complaint that changes how we work is worth more to us than one that is quietly dropped.
Depending on what the complaint is about, you may also be able to take it further:
- Personal data — the Information Commissioner's Office: ico.org.uk/make-a-complaint or 0303 123 1113.
- Tax matters — where a complaint concerns HMRC rather than us, we will help you use HMRC's own complaints process.
4. What this procedure does not cover
A disagreement about the tax position itself is usually not a complaint but a question — tell us and we will explain our reasoning, in writing if that helps. If we got it wrong, we will say so and put it right: that is the point of the re-do guarantee.
5. Our record
We log every complaint, what caused it and how it was resolved, and review the log periodically. Complaints are kept in accordance with our Privacy Policy.
REMEZ & PARTNERS LTD · Company no. 17328543 · 21 Royal Engineers Way, London NW7 1TU