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Complaints procedure

If we get something wrong, we want to hear about it and put it right quickly. Here is how to raise a complaint and what to expect.

Draft — to be reviewed by TaxRoots' solicitor before launch. This text is a working draft. Items shown in [square brackets] are still to be confirmed and nothing here is final legal wording.

1. Our commitment

We will treat every complaint seriously, fairly and in confidence. Making a complaint will never affect how we handle your claim.

2. How to complain

  • Email: hello@taxrootsirl.com with "Complaint" in the subject line
  • Phone: +353 1 000 0000 (Mon–Fri, 9:00–17:30)
  • Post: TaxRoots Limited, Dublin, Ireland [CONFIRM full postal address]

Please include your name, how to contact you, what went wrong and what you would like us to do. Copies of any relevant emails or documents help.

3. What happens next

  1. Acknowledgement within [CONFIRM, e.g. 5] working days, with the name of the person handling it.
  2. Investigation: we review your file and may ask you a few questions.
  3. Our answer in writing within [CONFIRM, e.g. 20] working days of receiving your complaint. If we need longer, we will tell you why and when to expect it.

If we made a mistake, we will say so plainly and explain what we will do to fix it.

4. If you are still unhappy

If you are not satisfied with our final answer you can ask for it to be reviewed by a director of the company [CONFIRM]. You can also contact:

  • the Competition and Consumer Protection Commission (ccpc.ie) for information on your consumer rights;
  • the Data Protection Commission (dataprotection.ie) if your complaint is about personal data;
  • the Small Claims procedure of the District Court, for consumer claims within its limit.

[CONFIRM any professional body or redress scheme TaxRoots belongs to.]

5. Complaints about Revenue

TaxRoots is independent of the Revenue Commissioners. If your complaint is about a Revenue decision or service, Revenue has its own complaints and review process, and you can also go to the Office of the Ombudsman. We are happy to help you work out where to direct it.

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