Not very customer friendly & poor communications
So I started a business during 2025 & that business was employed / subcontracted to work on behalf of a company.
That company had chosen to use Verion Accountancy for some of it's operations, including it's invoicing & payroll - which meant that I had to download the app. to use it.
As my business was a new business, I agreed to use Verion's accountancy services, as I didn't yet have an accountant. I messaged the accountant through the app system & received a reply from them in my email, which I picked up & replied to the following day. I waited a couple of days, but got no further update from them, so a short while after that replied to the email a 2nd time, in case it had been missed ... As I was busy with work, I didn't have chance to follow them up for a few days after, but still there was no reply from them.
Eventually I went back on to the app. & sent a message, which I received a response to in my email ... however once again, my reply to that message went un-responded to.
After a while of no responses, I contacted them through the app. to say that I no longer wanted to use their services with immediate effect, as I was not getting any service, but was still being charged for a service & they weren't even replying to my messages.
I advised that I wanted to be placed on the lowest tariff / most basic package, (alarm bells should have started, as you HAVE to subscribe to one of the paid "Accountancy" services to just receive invoices for the work you have done!)
I cited that I was unhappy with the service & that the non-reply to my messages wasn't acceptable. After some back & forward messages, it seems that if you need to contact the company, you can only do so via the app. Even though you receive a message to your email, you CANNOT contact them back on the same e-mail thread, but instead have to open the app. & reply there ... which isn't very user friendly, or attachment friendly & is more of a faff than it's worth, to be honest.
They advised that this had been done & I went on to find myself another accountant.
Anyway, fast forward a few months & I find that I have been paying more than the lowest accountancy package & that I obviously haven't been placed on the lowest tariff.
I messaged on 24/11/25 to point out the mistake & the fact that I had previously asked to terminate any accountancy relationship due to the company being difficult to contact & not receiving any e-mails etc. I advised that if it was a mistake, please can they confirm that any fees will be refunded & a date that this will happen? ... nothing accusatory & just asking for the overpayment to be refunded, which I didn't think was an unreasonable request.
They replied quickly, saying that they were sorry to hear that I'd found it difficult to contact them & that they "...always aim to provide clear and timely support." ... but that the charges weren't refundable.
I disputed this with them, as I had already asked them to reduce the package to the lowest one & they had confirmed that it had been done, so why do I have to pay for that mistake? I was only asking for a refund of what had been charged in error.
I confirmed the date & even the support ticket number that it was requested on & they said that they would look into it to see if anything could be done.
That was the last time they contacted me. Or responded to any messages.
I have chased an update from them, but had no reply.
I have raised a new "ticket" with them complaining further that they haven't responded to this issue ... still with no reply.
I have today messaged them to advise that I have contacted the Financial Ombudsman Service to seek advice & will be raising the matter formally with the Financial Ombudsman Service on 13/1/26; which will have afforded them 8 weeks to investigate the matter & provide a final response.
Hopefully this review will prevent others from experiencing similar issues with this company & hopefully someone from Verion will see & care that they have a low scoring trustpilot review & use it to improve their processes & customer service, so that other customers aren't being ignored or treated badly.
Hopefully they will also take into account that they are providing a financial service & as such, are obligated to respond to & deal with complaints in a timely manner, rather than just not responding to messages from their own app.!
Also, I hope this adequately demonstrates to Verion Accountancy, that when they say "... we always aim to provide clear and timely support." ... that they need to rethink their interpretation of "clear & timely"!!!
If you are reading this because you are thinking of using them, you would perhaps want to employ an accountant who doesn't make simple mistakes like this & who can quickly resolve any issue, rather than just hoping that they've billed correctly & that you're paying the correct taxes etc.