Direct Debits paid in advance for a service not received yet - can I change my mind?

Monkeybum123

In response to DE_612183, since January they've set up a DD, sent a few emails to remind me to send the info, met with me to discuss how they might put right THEIR MISTAKES, responded to emails I've sent chasing information they promised in September (to do with my sister) and communicated with me regarding my sister who is in the same boat but became unwell and couldn't handle it, so I had to find out about stuff they'd done for her (which was different to mine) and try to manage all of that. I have LPA but they were happy for her just to sign a consent form. She also pays the same DD, so you could argue she was paying for that part of the service, not me. 

MyRealNameToo

Monkeybum123 said:

Thanks for all the comments. 'Accountant' was just shorthand for a tax preparer.

I have used the company (in the UK, allegedly US and UK tax specialists) for 4 years to handle US tax returns - as a very ordinary, working, poorly paid individual, not for any business.  For the last two years they gave me the option of paying interest-free by DD, from Feb to Jan with the deadline for submitting the forms in October. So this year I have paid 7 out of 12 months, but only just sent my figures.

They offerred the DD arrangement by email, and I accepted by email in January '25. They send a new 'Engagement Letter' each year, but I can't actually find one for this year. A January email said they would send it in the next few weeks, but I can't find it (on paper, in email or in their new client portal, or the old one which I can still access), and I'm pretty sure I didn't sign anything. The Engagement Letter in the past has set out what returns they will prepare and return, their fees, methods of communication, data protection etc, and at least once I have signed and returned it. (Can't actually find one for '22 or '23 either but that doesn't necessarily mean they didn't send it.)

I've taken my eye off the ball this year for horrendous personal reasons. Tbh, the service I've received has been shockingly bad. The whole thing has been so stressful for so long, that I just want out and to use an online service which has very good reviews and costs a fraction of their fees. 

You had 14 days to cancel it under your statutory rights but you contracted in January so are well passed those and thats assuming its considered a new contract which isnt automatic given you've been using them for multiple years. 

Outside of that it comes down to the T&Cs, have you looked at them yet to see what the cancellation terms are?

Monkeybum123

Oh plenty  eskbanker! Desperate emails begging for a response to questions, and expressing my displeasure. I should have jumped ship years ago (or never started) but hindsight eh, and 'the devil you know'. But as I said at start, it's all been horrendous and has floored my mental health, along with other life events. I have no headspace, time or energy for any kind of legal challenge, so if I can't get a sizeable refund I will just stay with them for this year then draw a line.

Monkeybum123

'terms of agreement and cancellation policy' - that also is something I can't find and don't think have ever been issued! They were in turmoil for a while as their founder and boss died and it took a while for the company to get back on its feet - none of which is my faut or excuses poor service!

Undervalued

MyRealNameToo said:

Monkeybum123 said:

Thanks for all the comments. 'Accountant' was just shorthand for a tax preparer.

I have used the company (in the UK, allegedly US and UK tax specialists) for 4 years to handle US tax returns - as a very ordinary, working, poorly paid individual, not for any business.  For the last two years they gave me the option of paying interest-free by DD, from Feb to Jan with the deadline for submitting the forms in October. So this year I have paid 7 out of 12 months, but only just sent my figures.

They offerred the DD arrangement by email, and I accepted by email in January '25. They send a new 'Engagement Letter' each year, but I can't actually find one for this year. A January email said they would send it in the next few weeks, but I can't find it (on paper, in email or in their new client portal, or the old one which I can still access), and I'm pretty sure I didn't sign anything. The Engagement Letter in the past has set out what returns they will prepare and return, their fees, methods of communication, data protection etc, and at least once I have signed and returned it. (Can't actually find one for '22 or '23 either but that doesn't necessarily mean they didn't send it.)

I've taken my eye off the ball this year for horrendous personal reasons. Tbh, the service I've received has been shockingly bad. The whole thing has been so stressful for so long, that I just want out and to use an online service which has very good reviews and costs a fraction of their fees. 

You had 14 days to cancel it under your statutory rights but you contracted in January so are well passed those and thats assuming its considered a new contract which isnt automatic given you've been using them for multiple years. 

Outside of that it comes down to the T&Cs, have you looked at them yet to see what the cancellation terms are?

A moot point but surely this is a business to business transaction and not a consumer one?

DE_612183

ok, send them an email / letter saying you want to terminate their services, and that production of annual accounts are not required, and can you please have a refund of monies paid in 14 days - see what comes back!

Monkeybum123

Undervalued said:

MyRealNameToo said:

Monkeybum123 said:

Thanks for all the comments. 'Accountant' was just shorthand for a tax preparer.

I have used the company (in the UK, allegedly US and UK tax specialists) for 4 years to handle US tax returns - as a very ordinary, working, poorly paid individual, not for any business.  For the last two years they gave me the option of paying interest-free by DD, from Feb to Jan with the deadline for submitting the forms in October. So this year I have paid 7 out of 12 months, but only just sent my figures.

They offerred the DD arrangement by email, and I accepted by email in January '25. They send a new 'Engagement Letter' each year, but I can't actually find one for this year. A January email said they would send it in the next few weeks, but I can't find it (on paper, in email or in their new client portal, or the old one which I can still access), and I'm pretty sure I didn't sign anything. The Engagement Letter in the past has set out what returns they will prepare and return, their fees, methods of communication, data protection etc, and at least once I have signed and returned it. (Can't actually find one for '22 or '23 either but that doesn't necessarily mean they didn't send it.)

I've taken my eye off the ball this year for horrendous personal reasons. Tbh, the service I've received has been shockingly bad. The whole thing has been so stressful for so long, that I just want out and to use an online service which has very good reviews and costs a fraction of their fees. 

You had 14 days to cancel it under your statutory rights but you contracted in January so are well passed those and thats assuming its considered a new contract which isnt automatic given you've been using them for multiple years. 

Outside of that it comes down to the T&Cs, have you looked at them yet to see what the cancellation terms are?

A moot point but surely this is a business to business transaction and not a consumer one?

I'm not a business, as I said, just an ordinary very stressed individual, paying for a service.

DE_612183

Undervalued said:

MyRealNameToo said:

Monkeybum123 said:

Thanks for all the comments. 'Accountant' was just shorthand for a tax preparer.

I have used the company (in the UK, allegedly US and UK tax specialists) for 4 years to handle US tax returns - as a very ordinary, working, poorly paid individual, not for any business.  For the last two years they gave me the option of paying interest-free by DD, from Feb to Jan with the deadline for submitting the forms in October. So this year I have paid 7 out of 12 months, but only just sent my figures.

They offerred the DD arrangement by email, and I accepted by email in January '25. They send a new 'Engagement Letter' each year, but I can't actually find one for this year. A January email said they would send it in the next few weeks, but I can't find it (on paper, in email or in their new client portal, or the old one which I can still access), and I'm pretty sure I didn't sign anything. The Engagement Letter in the past has set out what returns they will prepare and return, their fees, methods of communication, data protection etc, and at least once I have signed and returned it. (Can't actually find one for '22 or '23 either but that doesn't necessarily mean they didn't send it.)

I've taken my eye off the ball this year for horrendous personal reasons. Tbh, the service I've received has been shockingly bad. The whole thing has been so stressful for so long, that I just want out and to use an online service which has very good reviews and costs a fraction of their fees. 

You had 14 days to cancel it under your statutory rights but you contracted in January so are well passed those and thats assuming its considered a new contract which isnt automatic given you've been using them for multiple years. 

Outside of that it comes down to the T&Cs, have you looked at them yet to see what the cancellation terms are?

A moot point but surely this is a business to business transaction and not a consumer one?

No - it's for US Tax returns ( personal I'm guessing )

Monkeybum123

DE_612183 said:

ok, send them an email / letter saying you want to terminate their services, and that production of annual accounts are not required, and can you please have a refund of monies paid in 14 days - see what comes back!

Thanks. The trouble is, if I can't get a refund, as I said, I'll have to stay with them, I can't afford not to, and their deadline for getting the info was Friday - the day I sent it. I think I'll have to phone or email tomorrow and see how the land lies - I'm done in for today

Monkeybum123

Btw, apologies if my comments are all over the place. I'm a newbie first time poster, not familiar with how it works. Comments don't seem to be coming up in a linear way. Should I respond in this 'Leave a Comment' box, or by clicking 'quote' below someone else's comment, or some other way?