Complaint
The same documents requested again and again; the process restarts
In the reported cases documents already uploaded to the portal or sent by e-mail are requested again weeks later; the customer sends the same files a second and third time. With every new request the process restarts while official deadlines keep running. Why a document is needed is not explained; the list changes each time. (Opinion: an accounting service without document management shifts the delay onto the customer.)
This card describes a complaint type rather than one incident; details may vary from report to report.
How to recognise this situation
- Documents you already sent are requested again.
- Which document is missing is not clearly listed.
- The process restarts with each request.
Questions to ask the provider
- Can you write, in one go, the list of documents you hold and what is missing?
- In which system do you store documents, and can you give me access?
- Once the gaps are filled, what is the delivery date?
What to do about this type of complaint
Ask for the name and direct e-mail of the person preparing the report; confirm every call in a dated message. If replies stop, send one written formal notice and make sure your company’s registry and tax access no longer sits with the provider.
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