Intuit QuickBooks: How To Make A Complaint

We are committed to making smart, simple accounting software for our customers and provide with the highest-quality experiences. However, we recognise that we may not always meet your expectations. 

We are here to listen and work with you in resolving your complaint. Your feedback helps us understand where we can improve. 

How to raise a complaint

Step 1: We want to hear from you

Tell us about your concerns and allow our Customer Service team the opportunity to assist you in resolving any concerns you may have. We have trained experts ready to support you to try to resolve your concerns. Please provide as much detail as you can to help us assist you. 

You can contact our support team directly via our Contact Us page.

Step 2. Let us look into your complaint

We hope that we've been able to resolve your complaint. But if you aren't satisfied with the response provided, you can refer the complaint to our escalations team within Intuit UK Customer Success.

What can I expect during my complaint?

Our complaints process is designed to encourage fast and efficient resolution of your concerns.

We will make sure to: 

• Acknowledge your complaint and make sure we understand your concerns.
• Treat you with respect and dignity while making sure we do everything we can to fix your concern.
• Where possible, ensure you only deal with one person throughout the complaint resolution process.
• Keep you informed and up to date about the progress of your complaint.
• Record all details of your interaction with us.

When can I expect my complaint to be resolved?

We will try to resolve your complaint quickly and fairly, however, some complaints do take more time than others.

If we anticipate that your complaint will take longer than 15 working days to resolve, we'll contact you and provide you with an update on our progress. 

If we are unable to resolve your complaint within 35 working days, we will:

• Tell you the reasons for the delay. 
• Tell you the date by which you can reasonably expect to hear the outcome of our investigation.
• Give you regular updates on our progress.
• Tell you about your right to complain to a governing body if you are dissatisfied.

What do you consider when deciding on a complaint?

We abide by the following principles when investigating complaints:

• We endeavour to treat all parties involved in a complaint fairly and reasonably;
• Intuit Policy, Values and Code of Practice;
• Intuit Terms of Service;
• UK laws and regulations;
• Relevant industry guidelines

What if I need accessibility support?

If you have a hearing or speech impairment you can contact Intuit using our live chat services. If you prefer to correspond by email, please let our representative know.

More information can be found on our Contact Us page.

What if I have a concern about privacy?

Respecting and protecting our customers' privacy is a key part of our commitment to you. We endeavour to be transparent with you and make sure you have access to the information we hold about you. 

For more information on complaints relating to your privacy please visit Intuit's Privacy Statement and our GDPR Centre. 

For GDPR-related complaints, we will investigate and respond as quickly as possible, and always within one calendar month.

What's your approach if I take the matter to court/commence civil legal proceedings against Intuit?

If our complaints process doesn't resolve a complaint that you, as an individual customer, have against us, and you file a civil claim against us in court, we and anyone representing us will apply the following approach:

We will deal with your claim promptly, and not cause any unnecessary delay in its progress through the courts. We will attempt to limit the scope of litigation and to keep costs to a minimum by:

• Participating in good faith in appropriate alternative dispute resolution processes that the parties agree to explore
• Not requiring you to prove matters that we know to be true
• Not taking advantage of a situation where you lack resources or you are self represented
• Not undertaking an appeal of a decision made by a court unless there are prospects for success

What happens to my complaint after it has been resolved?

We take complaints very seriously. We record the necessary details of your complaint and develop a report for senior leaders who sponsor initiatives to address complaint trends and origins. It also helps us identify recurring issues or breakpoints in our processes. Of course, your privacy is respected and the specific details of your complaint will remain confidential. 

The report provides the following information:

• A description of the complaint 
• The products or services you raise as a concern
• How long it takes us to resolve your complaint
• Actions taken to resolve your complaint

What if I am still not satisfied?

Account Information Services

If your complaint relates to Account Information Services (AIS) and we do not resolve it to your satisfaction, you may be able to refer it to the Financial Ombudsman Service. 

You can find out more information about the Financial Ombudsman Service and the complaints process here.

You can contact the Financial Ombudsman Service via their website.

The Financial Ombudsman Service is also available in a number of different languages, and if you need it, you will be put in touch with a translator when you contact them. 

Data Privacy

For GDPR-related complaints, please allow up to 30 days to investigate and provide our response.

If you are not happy with the handling of your privacy complaint, you can seek external assistance through The Information Commissioner's Office (ICO).

You can contact the Information Commissioner's Office by phone on 0303 123 1113 or live chat. You can also find information in their SME Hub.