Brookson One - Warrington

Mark K.

I was with company for 7+ years (left early 2025). I do not recommend them. They just do not look after your affairs.
- Horrible custom accounting application
- Over-worked account officers
- High attrition rates (one account rep today, gone tomorrow)
- Zero advice regarding financial affairs
- Every trick in the book to sell you other products (if only they did the one you'd already paid for well)
- Lack of care for your financial well being
I do not recommend Intouch/ Brookson

Darren M.

Started my company with InTouch in 2013 - all was going great then Brookson's took over and everything went down the drain.
Their custom software "Connect" (Worse than the Post Office's Horizon system!) screwed up my accounts, it could not handle basic functions etc etc.
Now 6 months after leaving
- My new accountants still can't get all my information out of them
- I'm still getting fines from HMRC for periods when they were looking after my accounts
- They do not reply to complaint email - after send 3 to them.

I would not recommend Brookson or InTouch.

Paleeka D.

Good initial set up of company. Gave them notice because everyone said I was being ripped off for their services, I was tired of attempted sells at other services and their portal doesn't work well. Their notice period states one month or 30 days yet they keep trying to charge me for 13 extra days service because they can't charge for a service mid month. Their team members take "3-5 working days to reply" no one gives you a straight answer in writing, I've asked 7 times now for something that was confirmed over the phone by two separate people re my notice period and no one has replied so I've had to request call recordings. Very uneasy feeling but not impressed at all.

Ian S.

Absolutely disgraceful!!
I was with InTouch accounting for years and never had any problems. Brookson took over last year and it has been an absolute disaster!
I have had to remind them 2 or 3 times my VAT return is due, many other things missed and have various penalties.
I am now in the process of leaving and everything is in such a mess, but my new accountants seem on the ball and helping me to sort everything.

Chris

Quick overview:-

I do not recommend Brookson, they over charge and under deliver. They make everything difficult. Save yourself some money and time by going to an individual account.

Detailed overview:-

I initially joined Brookson because of the portal in which you can see live how much you can extract from the business etc. This seemed like a great system and I was excited to use it. Although for a monthly cost of £200 inc VAT was steep, I thought with the fancy system it would be worth the headache.

Unfortunately, the system wasn’t as easy to use as first thought and didn’t get much “training” on how to use it. I do consider myself as quite computer savvy.

When I had a query regarding my accounts, I tried to call Brookson and was put through to the first line which are advisors not accountants. Although I understand this from their side as the majority of times they can answer the questions posed to them. However for pay £200pm I’d expect to have a call with my accountant when I want to have advice about my business.

My accountant was Lee, who I must say was nothing less than, professional and friendly. He was always on the ball and was always suggesting ways to be more tax efficient.

I was in contact with another accountant that was recommended to me by a friend, who said he would happily be my accountant for £90pm. I tried to leave the company in August but they convinced me to stay by dropping the price to £160 and saying that they have a lot of experience etc.. I wrongly bought into that!

Some months passed and I decided to close my business due to taking a permanent employment. They quoted my £795 to close my business, I rang the other accountant exposing they and his reaction was no short of, “you’re being ripped off mate”.

To conclude, I have not proceeded to close my business with Brookson. The transfer for accounts to my new accountant is embarrassing, so far it’s been 2 months and they haven’t sent any information over. Despite ringing every week.

Matthew Q.

Have to say I completely agree with a lot of the comments on here sadly. Really great initial experience under InTouch. Service levels changed and I left, and have now been waiting months without reply for them to handover my accounts to my new accountant.

Lawrence C.

Poor communication - no response to multiple emails, even to the complaints inbox. Found out I had a £3000+ tax bill unpaid through a debt collection agency due to lack of communication. Online software is hard to use and confusing. Unable to directly contact my accountant. 6 month delay in closing my business down. Waiting weeks for a zoom meeting with my accountant which was cancelled on the morning of.

Fern

Negligent at best, damaging at worst.

I initially had an excellent experience with this accounting firm. The team was responsive, professional, and attentive to my needs. However, over time, it became clear that staff turnover was a major issue. All of the top talent left, except for accountant Lee, whose professionalism is the only reason I stayed as long as I did.

Unfortunately, their service has now become unacceptable. The first line of support lacks basic tax knowledge and seems to exist solely to waste time. I’ve had to resend the same documents multiple times, leaving my filing unresolved.

Unless your situation is very simple, I strongly recommend finding another firm. They overstated my tax burden because they ignored multiple emails where I asked them to correct my accounts.