Our service standards

At Moore Stephens East Midlands we aim to deliver a first class service to our clients.  

The standards below set out the minimum level of service that you can expect from us – but we try to exceed these standards wherever we can.  N.B. At certain times of the year, some areas of our business, such as the audit or tax departments, can be extremely busy.  If we are unable to meet these standards for any reason, we will advise you of this as soon as possible.

To assist us in delivering to these standards please can you:
 
  • let us know about any key requirements or deadlines 
  • respond promptly if we ask you for further information 
  • ensure we receive all information from you on a timely basis 

Making contact

We know our clients have busy lives, so the service we deliver is extremely flexible.  We are always happy to see clients on their premises, or to provide advice by phone or email.

We aim to deal with your enquiries promptly and courteously.  We always try to communicate clearly without using jargon unnecessarily, but if there is something you don’t understand, please ask.
 

Telephone calls

We aim to return calls the same day or the next day if out of the office.
 

Emails and faxes

We aim to reply to emails and faxes the same day or the next morning if out of the office.  If we are unable to provide a full response to your query immediately (e.g. because we need further information or need to carry out additional analysis), we will let you know when you can expect to receive a full reply.  On occasion when the person who should deal with the point is out of the office or otherwise unable to deal with the issue promptly we will let you know when he or she expects to respond.
 

Letters 

We aim to respond to letters from clients or their representatives within two working days. We will reply to letters from HMRC within 10 working days.
 

Achieving deadlines

We aim to meet all deadlines whether these are statutory deadlines (i.e. limited company accounts, tax returns etc.) or deadlines that you have specifically asked us to meet.  If we are unable to meet a deadline for any reason, we will advise you of this as soon as we can.
 

Audit and accounts preparation

  • We aim to provide a full turnaround of accounts within six weeks from receipt of books.  When you advise us that the matter is urgent, we will turn it around as quickly as possible. 
  • Audit work done in house - full turnaround within six weeks from receipt of books or by pre-agreed completion date. 
  • Audit work done at client - full turnaround within six weeks from start of fieldwork or by pre-agreed completion date 
  • We will acknowledge receipt of books and ask you for any missing information within two working days. 
  • Target date –  we will advise you when to expect draft accounts within two working days of all information arriving with us.  This should always be within six weeks. 
  • We will get final accounts to you within two working days of meeting or receipt of approved draft accounts. 
  • Books will be returned at closing meeting or within seven days of the meeting. 

Corporation Tax

We will send you a reminder letter two months prior to the payment date of the Corporation Tax Return.
 

Personal Tax Returns

  • We will send an information request schedule annually on 6 April.  We will tell you whether we need any further information from you and when it is needed by. 
  • We will write to you to request missing information within two working days. 
  • We aim to process your return within 10 working days of receiving all the required information and will then send it to you for your approval and signature. 
  • We will submit the Return to HMRC within three working days of receiving the signed copy and all the information. We will confirm that to you that Return has been submitted and advise you of tax position and payments due. 

Other services: Payroll, bookkeeping, company secretarial service etc.

Many of our services are specifically tailored to meet the needs of the individual client. We will agree a schedule for delivery of services with you before we commence any work.
 

Fees

Fees will be raised on completion of assignments or on a periodic basis which will be agreed with you on engagement.  Fees will clearly show the nature of the work done.