Reply to: InTouch communication awful

[Cjackson]

Really quick

Having questioned their service previously I can tell you, they are usually really quick at replying and answering queries.

I have had 2 emails answered this morning. Both answered quickly and one was an IR35 contract review.

They are a resource down and doing all they can to ensure everyone's kept happy. Fair play to Craig as he is doing a great job in doing so.

[Higgs Boson]

Because i have a severe speech impedement and am not very clear on the phone

Best reply I have ever seen to that question.

[Ketchup]

Which doesn't prove complaining on a public forum before picking up the phone is the way to deal with this situation IMO.

TBF - I think anyone would be p*ssed off seeing their emails ignored whilst seeing the same people post on here

[northernladuk]

Since i posted this i have had all my emails responded to and a missed call.

Which doesn't prove complaining on a public forum before picking up the phone is the way to deal with this situation IMO.

[Ketchup]

Since i posted this i have had all my emails responded to and a missed call.

[TheFaQQer]

Yes, likewise, I received a response instantly.

11 minutes it took them to reply this morning to a question I've just asked

[Ketchup]

What issues are you having with the portal? Personally, I find the easiest way to upload bank data is to use a CSV format. If your bank doesn't let you download the transactions in CSV, you can easily create this yourself (in Excel, for example). Did you get the pdf instructions on uploading bank info. when you joined?

I find the portal fine, but i want to upload my historic information prior to signing up with Intouch, which i beleive they need for my year end next year. I also want to confirm the amount of a dividend i am planning on paying myself is ok.

[d000hg]

So in summary you knew when their deadline was to enter your data (the 15th) but you sat there like a lemon when nobody answered your emails?

The mass email you refer to was a cockup for sure, I am guessing someone was working from home on a Saturday and screwed up perhaps. Was it you who did the reply-all?

[jamesbrown]

Because i have a severe speach impedement and am not very clear on the phone

What issues are you having with the portal? Personally, I find the easiest way to upload bank data is to use a CSV format. If your bank doesn't let you download the transactions in CSV, you can easily create this yourself (in Excel, for example). Did you get the pdf instructions on uploading bank info. when you joined?

[Ketchup]

+1 to this.. Why can't people pick up phones and call people nowadays?

Because i have a severe speach impedement and am not very clear on the phone

[jamesbrown]

Who is your named contact? I know mine is off sick at the moment, but is still checking her emails and has arranged cover from other people in the office. The last email I sent her, I got a reply from other people in the office in five minutes (I asked at 0859, reply came at 0904).

Yes, likewise, I received a response instantly.

I think they have accounts assistants that deal with the VAT. Normally, they handle that fine, but it is a very busy time of year and e-mails can get lost....

[d000hg]

It's a busy time of year AND a key person is off sick. I share a little of the frustrations BUT I understand mitigating circumstances happen.

What kind of jerk would rather dis a company publicly, potentially harming them, than make a single phone call? Oh that's right, a pathetic keyboard warrior troll.

[jamesbrown]

No, the opposite actually, as the communication is normally excellent. However, they are struggling with staffing at the moment (it's a small company, so when one person is on leave....). Probably the best thing to do is give them a call. Speaking from personal experience, but also from the feedback you find routinely on this forum, the situation you're describing is not reflective of their normal good service.

[TheFaQQer]

Then i got an email from them reminding me my VAT is due and to upload my bank statements so they can pay, not sure how they can do this without having my details.

They can't. They can calculate the amount owed and send you a PDF explaining what you need to put in each box. Even if they have an authorisation to act on your behalf for VAT purposes, then all they can do is file the return for you - it's still your responsibility to pay it or arrange for a direct debit to pay the amount owing.

[northernladuk]

YesNo.

Who is your named contact? I know mine is off sick at the moment, but is still checking her emails and has arranged cover from other people in the office. The last email I sent her, I got a reply from other people in the office in five minutes (I asked at 0859, reply came at 0904).

When I joined, they offered to upload the spreadsheets for me, but since I moved at year-end, there was nothing that I really needed them to do for me.

You could ring them if they aren't responding to your emails.

+1 to this.. Why can't people pick up phones and call people nowadays?