Complaint
The same return is refused this time with documents accepted before
In the reported cases the provider refuses to prepare, with the same documents, a return it previously prepared with the same kind of documents. Although the company’s activity, the type of transactions and the documents have not changed, what is missing or which rule has changed is not explained in writing. The customer cannot find out why the same documents were sufficient in one period and insufficient in another, while the filing deadline comes closer. (Opinion: an accounting service that decides differently on the same documents from period to period leaves the customer unsure what to prepare.)
This card describes a complaint type rather than one incident; details may vary from report to report.
How to recognise this situation
- Document types accepted before are now considered insufficient.
- The reason for the refusal and the changed rule are not given in writing.
- The documents said to be missing are not listed specifically.
Questions to ask the provider
- Which of the documents you accepted last period is insufficient now, and why?
- Which rule or practice has changed; can you cite the source?
- What is the full list of documents you need to prepare the return?
What to do about this type of complaint
Before paying in advance, ask for scope, term, refund and termination terms in one written document; invoices and e-mails are not a contract. Know that you can change the contact person and legal address in the register yourself when needed; get the exit plan in writing at the start.
Related guide sections:
- Company formation › Before you pay: check the provider’s public record
- Choosing an accountant › 4–7: Contract, scope, refund and price rule
- File your own report › Changing the contact person and legal address in the register
- Where to complain › First: keep records, send a formal notice, separate accounts
Similar complaints
- Global Estonia gives no refund terms: full prepayment, no written refund conditions
- Unclear scope: work assumed to be included is charged separately later
- An exit fee for leaving: transfer of the contact person and release of documents made conditional on payment
- Global Estonia gives no contract: nothing in writing, no breakdown, no clear counterparty