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Legal

Complaints and contact

Last updated 29 October 2026

Contact us first

Email team@ismailsoftware.co.uk for anything: a question, a refund, a complaint, or a data protection request. Tell us your company name or number, and what happened; it helps us answer faster. A person replies within one working day, and we aim to resolve most things within 5.

How we handle a complaint

  • We confirm we have it within one working day, and a person, not an automated reply, looks into it.
  • You get our full written answer within 14 days. If we need longer, we tell you why and when you will have it.
  • If we got something wrong, we say so and put it right: a correction, a refiling at our cost or a refund, whichever fits.

Delete your Fileyear account

Sign in, open Account, then Delete my account, and confirm. Your sign-in, companies list and saved cards (at our payment provider too) are deleted straight away, any filing you’ve paid for but not submitted is cancelled and refunded in full, and we email you a confirmation.

If you cannot sign in, email team@ismailsoftware.co.uk from the address on the account and ask us to delete it. We reply within one month. Deleting it this way works the same: a filing paid for but not yet submitted is refunded in full; our refunds page has the details.

Filings already made stay with Companies House and HMRC, and receipts and filing records are kept for 6 years, as the law needs. Nothing else is kept, apart from our backups, which roll off within 35 days.

Data protection requests

To access, correct, delete or export your personal data, you can use the “Delete my data” and “Download my data” controls on an active filing, or email us at the address above and say which you’d like. We reply within one month. See our privacy notice for what we hold and why. Account deletion and export work the same way once you’re signed in.

If you’re still not happy

For a data protection complaint we haven’t resolved to your satisfaction, you can complain to the Information Commissioner’s Office (ICO):

For an accessibility complaint we haven’t resolved, see our accessibility statement.

If you bought the director’s Self Assessment as a consumer, free advice is available from the Citizens Advice consumer helpline on 0808 223 1133 (England and Wales), Advice Direct Scotland on 0808 164 6000, or Consumerline on 0300 123 6262 (Northern Ireland). You can also make a small claim through the courts. Fileyear is not regulated by the Financial Conduct Authority, so the Financial Ombudsman Service does not cover it.

Our business details

Fileyear is a trading name of Ismail Software Ltd, company number 17515047, registered in England and Wales. ICO registration: ZC286951.