Our Service Level Guarantee

Acumenica is 100% committed to providing you with the highest level of service we possibly can. We therefore guarantee the following:

Nail the expenses. Save tax.

Completion of work

Subject to the receipt of all information and documentation required by us having been received, we will complete the all work within the following timescales:

  • Annual accounts 21 day turnaround and within four months of the financial year end.
  • Management accounts 14 day turnaround and within one month of financial period end.
  • VAT returns 7 day turnaround.
  • Payroll Same day if information is received before 2pm / Next day if information is received after 2pm.
  • Personal self assessment return Return sent to client for approval by 31st October of each year or within 21 days if information is not available.
  • FreeAgent management and reconciliation We always endeavour to keep your FreeAgent account as up-to-date as possible and will monitor and reconcile your accounts on at least a monthly basis.


  • Named accountant Within 48 hours of signing as a client, your named accountant will contact you to introduce themselves and provide you with all contact details.
  • Emails All emails received before 3pm will be responded to on the same day. Emails received after 3pm will be responded to on the next working day.
  • Phone calls All phone calls will be returned within 24 hours.
  • HMRC enquiries All general HMRC enquiries will be dealt with within 28 days (HMRC’s standard response requirement). Urgent HMRC enquiries will be dealt with within 48 hours.
  • Third party requests Subject to all information being available, all third party information requests - including but not limited to information in support of lending - will be dealt with within 48 hours.

Notification of tax liabilities

Using FreeAgent will allow you to monitor your ongoing and rolling liabilities on a real time basis and in addition we will advise you of all liabilities as soon as possible and in any even not later than the following:

  • Corporation tax Two months before the due date.
  • Value Added tax Fourteen days before the due date.
  • Self assessment tax Two months before the due date.
  • PAYE/NIC Seven days before the due date.

Other matters

Any penalties arising from an error made by Acumenica will be paid immediately and without quibble.

Any fees charged or collected in error will be returned to the nominated bank account as soon as possible and in any event within 5 working days.

If you do not consider that you have received unrivalled service whilst dealing with us, you may request that your fee for next month is cancelled or reduced to a level you consider appropriate – no strings attached. All that we ask, is you exercise this option in good faith and let us know where our service level did not meet your expectations, so we may learn from the experience.