Reply to: Moving on from InTouch (Brookson)

[foxes1884]

Absolutely shocking experience from Brookson.

I have been a customer with Intouch for 12 years, the migration to Brookson was horrible, communications were rubbish, haven't heard from my accountant in weeks despite numerous emails and last week my accounts were overdue despite me chasing them numerous times.

Looking for another accountant ASAP.

Hope you’ve got things sorted, dogzilla.

I finally got off my a*** and moved to PaperRocket in July. The reasonable price and FreeAgent account sold me. I wish I’d switched to using FreeAgent years ago.

Intouch didn’t seem to care that a customer was leaving, but they said they would complete the final accounts in a month. They, of course, didn’t and gave BS responses for months, claiming it was being worked on, right up until early December when I called it quits. I loaded my data into FreeAgent, and the new accountant got it completed in a couple of days, filed and done.

Judging by their current reviews, they are still screwing up. I kind of feel sorry for the new customer reviews saying they’re great (assuming they’re real reviews, which is questionable).

https://uk.trustpilot.com/review/intouchaccounting.com

Happy Christmas, all!

[The Spartan]

Absolutely shocking experience from Brookson.

I have been a customer with Intouch for 12 years, the migration to Brookson was horrible, communications were rubbish, haven't heard from my accountant in weeks despite numerous emails and last week my accounts were overdue despite me chasing them numerous times.

Looking for another accountant ASAP.

I moved over from InTouch to Gorilla a few years back, the service there is much better I would highly recommend them.

[OrangeSquash]

Tired of frequent rises in monthly fees, I recently moved over to Maslins from Workwell (where I had been a customer for over ten years and gone through numerous acquisitions). The switch was fairly painless and I have found Maslins to be excellent value for money with a great service provision.

[dogzilla]

Absolutely shocking experience from Brookson.

I have been a customer with Intouch for 12 years, the migration to Brookson was horrible, communications were rubbish, haven't heard from my accountant in weeks despite numerous emails and last week my accounts were overdue despite me chasing them numerous times.

Looking for another accountant ASAP.

[Casall]

Have you asked your accountant?

I do not have a personal accountant at the moment as the last one, who was there for less than a year, left during the summer. I am currently being looked after by their accounts team and they will assign me a personal accountant when they manage to recruit one. I wouldn't hold my breath.

My accounts are fairly straightforward and most of the communication has been by email. I have rarely had the need to speak to them on the phone. I have never had a particularly close business relationship with Intouch, if that makes sense, so I will not miss leaving them.

I have already found a new accountant who charges a lot less than Intouch and I like their approach. I don't see the point of paying over £100 for an accountant and Intouch charge over £150 a month.

So I think a month's notice is more than fair.

[jamesbrown]

I have been with Intouch for a number of years, but I have had enough. My personal accountant has changed several times and the last one has also left the company.

How much notice do you generally have to give when changing accountants? I have not been able to find any T&C that state this.

For those of you who have moved on, have you just emailed them to let them know that you no longer need their services?

Payments to accountants are for annual accounts, which accountants like InTouch will break into monthly payments for your convenience but, make no mistake, you are paying an annual fee. As such, the best time to change is for the next accounting year or to bite the bullet and move to another accountant within-year (don't expect much, if any, refund on your annual fee, though), and most accountants that you move to would prefer to engage at the start of an accounting year too.

[northernladuk]

I have been with Intouch for a number of years, but I have had enough. My personal accountant has changed several times and the last one has also left the company.

How much notice do you generally have to give when changing accountants? I have not been able to find any T&C that state this.

For those of you who have moved on, have you just emailed them to let them know that you no longer need their services?

Have you asked your accountant?

[Casall]

I have been with Intouch for a number of years, but I have had enough. My personal accountant has changed several times and the last one has also left the company.

How much notice do you generally have to give when changing accountants? I have not been able to find any T&C that state this.

For those of you who have moved on, have you just emailed them to let them know that you no longer need their services?

[BillHicksRIP]

The switch to the new portal has been handled terribly. They must know exactly which customers are moving from the old to the new and could have prepared specific training to say, "here's how you did this in the old portal, here's how you do it in the new one" etc. Anything not covered could be handled by a 1-to-1 with your personal accountant. Instead, my personal accountant has gone AWOL, I can't see how to issue a dividend voucher, what my PAYE payments are going to be, how to close off a month for my VAT return, and so on, all of which were easy to do on the old portal.

If any InTouch/Brookson want to discuss, feel free to private message me.

[thelastrosbif]

Good god Intouch / Brookson have gone and royally f***ed things up with this portal change haven't they?

what an absolutely garbage monstrousity

has sealed the deal for me to get out because this total mess is delaying my end of month accounts

can't even upload a bank statement to manage my own expenses properly

utter sh*** , nice job intouch

[Craig@Clarity]

Yes seeing the same, been with them 12 years, had 7 different "personal accountants". Been heading down hill for a while, took a major dive after Brookson bought them. The migration to their god awful Brookson rebanded portal was aborted once and now completed, my data doesn't seem to match where the old portal left off. Been chasing nearly two weeks for anyone to explain what's happened, but silence. I'm guessing too few staff, most on holidays and the new portal has cocked up most clients data. Time to get things up to date and escape.

We always recommend Freeagent to our new and existing contractor clients. It's just the best suited and easiest software to use plus it doesn't tie you down to anyone accountancy provider because you can take it with you if you switch firms. Oh, and the mobile app is one of the best out there for the job required.

[jamesbrown]

Anyone who didn't move before Brookson tookover.... well, you should probably acquaint yourself with the MSC legislation because they will be a prime target.

( That said, InTouch were heading drastically downhill 10 years ago )

[foxes1884]

The support from Intouch has fell off a cliff in recent weeks. Have never had an issue in over 10 years but now it's all unanswered emails and incomplete information being sent. I've just rang my supposed personal accountant's number, InTouch's existing client number (which also fields HMRC calls) as well as the new enquiries number. All rang out until I gave up. Not looking good.

Yes seeing the same, been with them 12 years, had 7 different "personal accountants". Been heading down hill for a while, took a major dive after Brookson bought them. The migration to their god awful Brookson rebanded portal was aborted once and now completed, my data doesn't seem to match where the old portal left off. Been chasing nearly two weeks for anyone to explain what's happened, but silence. I'm guessing too few staff, most on holidays and the new portal has cocked up most clients data. Time to get things up to date and escape.

[davetza]

The support from Intouch has fell off a cliff in recent weeks. Have never had an issue in over 10 years but now it's all unanswered emails and incomplete information being sent. I've just rang my supposed personal accountant's number, InTouch's existing client number (which also fields HMRC calls) as well as the new enquiries number. All rang out until I gave up. Not looking good.

I find the following LinkedIn feature always useful when looking at a company at it gives you an indication fo their health. Thisi is for InTouch

[BillHicksRIP]

The support from Intouch has fell off a cliff in recent weeks. Have never had an issue in over 10 years but now it's all unanswered emails and incomplete information being sent. I've just rang my supposed personal accountant's number, InTouch's existing client number (which also fields HMRC calls) as well as the new enquiries number. All rang out until I gave up. Not looking good.