Service Guidelines Last updated: March 2026 Service Guidelines These notes are intended to provide practical guidance on how we work together day-to-day, helping to keep everything running smoothly and efficiently. 1. Office Location & Appointments Please note that I work from a home-based office. The office is located in a garden office at the rear of the property, with access via the gate on the right-hand side of the house. Visits for local clients are welcome by appointment, and I will ensure access is arranged in advance. For larger businesses or more formal meetings, I will typically arrange to meet at a suitable office-based location. Visits are strictly by appointment only. This helps ensure I can give you my full attention and manage my schedule effectively. 2. Communication & Contact The best way to contact me is by email. I aim to respond within 2–3 working days, although responses are often sooner. If something is genuinely urgent, please make that clear in your subject line. 3. Phone Calls I am not always able to take calls during the day due to client work, meetings and other commitments. The best number to use is 01293 402368. This number has an answering service, so you can leave a message if I am unavailable, and signal is generally reliable on this line. 4. WhatsApp & Text Messages WhatsApp and text messages are fine for quick queries. However, they can sometimes get lost among other messages and are harder to track properly. For anything important, detailed or requiring a clear record, please use email. 5. Response Expectations My standard response time is 2–3 working days, although I will often reply sooner where possible. If something is urgent, please make that clear in your email subject line and follow up with a call if needed. Response times may vary during peak periods or around key deadlines. 6. General Working Approach I work across multiple clients and projects throughout the week, so time is carefully scheduled to ensure each client receives focused attention. Clear communication and planning ahead helps avoid delays and keeps everything running efficiently. I aim to keep things clear, proactive and with no surprises — whether that relates to deadlines, fees or issues arising. 7. Client Responsibilities To help ensure services are delivered efficiently and deadlines are met, the following responsibilities sit with you as the client. 7.1 Bookkeeping & Records Please ensure all relevant records are provided in a complete and timely manner. Where AutoEntry or similar software is used, documents should be uploaded or emailed in regularly, ideally weekly or monthly. Each document should relate to a single transaction, for example an invoice or receipt. Please avoid submitting duplicate documents, such as the same invoice, statement or receipt more than once. AutoEntry operates on a per-document processing cost, so unnecessary or duplicate submissions will increase processing costs. These costs may be reviewed and recharged periodically where excessive. Keeping submissions clean and organised helps keep costs down and improves overall efficiency. 7.2 Bank Feeds You are responsible for maintaining active bank feeds within your accounting software. This includes re-authenticating connections when required and reconnecting bank feeds if they become disconnected. I will flag issues where identified, but access to your bank connection sits with you. 7.3 HMRC & Official Correspondence Please forward any HMRC letters, emails or notices promptly. This includes PAYE, CIS and VAT correspondence, filing reminders or penalty notices, and Government Gateway codes or authorisation requests. Delays in sharing this information can result in missed deadlines or unnecessary penalties. 7.4 Authorisations & Access Codes You are responsible for providing Government Gateway access where required and any authorisation codes, such as HMRC agent codes. These are often time-sensitive and should be shared as soon as received. 7.5 Deadlines & Approvals Where approval is required, for example for accounts, VAT returns or submissions, this must be provided in sufficient time ahead of deadlines. I will advise on key dates, but final responsibility for timely approval rests with you. 7.6 Cut-Offs & Timing of Records To help ensure work can be completed on time, records should be provided promptly after each period end, for example VAT quarters or year-end. Late or incomplete records may delay completion, push work into a later period, or result in additional work or fees where catch-up work is required. 7.7 Systems & Software Work is delivered based on the use of agreed systems, such as QuickBooks and AutoEntry. Use of alternative systems, manual records, or unresolved system issues such as broken bank feeds may affect turnaround times and may require additional work to process. 7.8 General Communication Please ensure queries and information requests are responded to in a timely manner. Clear and proactive communication helps avoid delays and keeps work flowing efficiently. 8. Deliverables & Timing My standard service is compliance-based, focused on preparing accounts and returns for review and submission in line with statutory deadlines. I aim to prepare work on a timely basis, provide this to you for review, and submit filings once approved ahead of the relevant deadline. Timelines depend on receiving complete and accurate information in good time. Work is prepared based on the information provided and is not subject to audit or independent verification. This service does not include management accounts, real-time financial reporting or other advisory support unless specifically agreed as part of your engagement. 8.1 Earlier Reporting / Business Needs If you require information earlier than statutory deadlines, for example for financing, business planning, decision-making or third-party requests, this can often be accommodated. This may involve a revised timetable and/or additional work outside the standard compliance scope. Additional fees may apply depending on the level of work and turnaround required. 8.2 Filing Deadlines & Extensions I will always work to meet statutory deadlines where information is provided on time. Where delays arise, alternative approaches or filing extensions may be considered where available. I will advise on the options, but availability will depend on the specific circumstances and the relevant filing rules. Responsibility for penalties ultimately remains with the taxpayer, although I will always assist in minimising these where possible. 9. Fees – How Monthly Plans Work Monthly fee arrangements are typically based on an agreed annual fee, spread across the year for convenience. Where services commence part way through a financial year, or end before the full annual cycle is complete, there may be a need to adjust fees to reflect the actual work undertaken. This may include an initial onboarding or catch-up fee, or a balancing charge on disengagement where work delivered exceeds fees paid to date. Additional or out-of-scope work may be quoted separately or charged on a time basis. Work may be paused where fees fall significantly overdue. 10. Key Principle Accounting and compliance is a collaborative process. Timely and accurate information from you allows me to deliver the best possible service and keep everything running smoothly. If in doubt, send it over early — it is always easier to stay ahead than catch up.