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

We’ll be sure to: 

• Acknowledge your complaint and make sure we understand your concerns. 
• Treat you with respect, ensuring we do everything we can to provide a resolution. 
• Where possible, ensure you only deal with one person throughout the complaint resolution process, we don’t want this to be difficult for you.
• Keep you informed at all times. 
• Record all details of your interaction with us.

Our complaint investigations are guided by these principles:

• Fairness: We strive to treat everyone involved fairly and reasonably.
• Our standards: We adhere to Intuit's policies, values, and code of practice, as well as our Terms of Service.
• Legal compliance: We comply with all applicable UK laws and regulations.
• Industry best practices: We also consider relevant industry guidelines.

Our goal is to solve your problems as fast as we can. But sometimes it may take us more time to figure out the issues and fix them. If we think it'll take longer than we expected, we'll let you know and keep you updated on our progress.

If we're unable to resolve your complaint, 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, and
• Give you updates on an agreed timeline on the progress.

We record complaint details and create reports for senior leaders, who use this information to address complaint trends and identify recurring issues or process weaknesses. Your privacy is protected, and specific complaint details remain confidential.

These reports include:

• A description of the complaint.
• The products or services involved.
• The time taken to resolve the complaint.
• The actions taken to resolve the complaint.

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.

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.

If our complaints process doesn't resolve your issue, and you, as an individual customer, pursue legal action, we will:

1. Deal with your claim promptly and avoid unnecessary delays.
2. Attempt to limit the scope of litigation and minimise costs by:
   • Participating in good faith in appropriate alternative dispute resolution.
   • Not requiring you to prove facts we know to be true.
   • Not taking advantage of any lack of resources or self-representation on your part.
   • Not appealing a court decision unless there are reasonable prospects of success.

Account Information Services (AIS)

If your AIS complaint remains unresolved, you may be able to refer it to the Financial Ombudsman Service. Learn more about their complaint process here.

You can also contact the Financial Ombudsman Service via their website. They offer support in multiple languages, including translation services.

Data Privacy (GDPR)

For unresolved GDPR complaints, please allow up to 30 days for our response. If you're still dissatisfied, you can contact the Information Commissioner's Office (ICO). Reach them by phone (0303 123 1113), live chat, or visit their SME Hub.