"Friendly team and good service"

Thanks so much for sorting out my taxes again this year. 4th time I have used you and it's always been so easy. Just wish I didn;t have a tax bill!

"Great service at a good price"

Not the cheapest out there, but not the most expensive. They're worth every penny though. Have recommended to lots of my self employed friends.

"Fab for a small business"

It's only me and one other person in my business, so I thought I could handle things myself. But I got into a right mess with payroll and HMRC. Alison in the payroll team has been so brilliant in sorting things out, and now I can actually sleep at night again. Wouldn't hesitate to recommend.

"Failure to deliver"

Hi, Like many other one-star reviews, I suffered from Mazuma's breach of duty. They skipped my initial accounting meeting and then delayed responding to a follow-up request in January by two weeks, which forced me to file my own accounts.

They now claim they do not need to provide me with a refund despite their failure to do the service I paid them for. I see several people posting about this, and like others, I have questions about the 5-star reviews. I will likely take small claims action against them for the money.

"Better than Xero by far"

My old accountant used to make me do everything in xero and it took me ages and then they used to charge me to correct it. None of that with Mazuma - they do absolutely everything and I just have to sign it off. Saved me a fortune too. Brilliant service.

"If I could rate this service zero star"

If I could rate this service zero star, I would.

This is the first time I’ve used an accounting service for my tax return. I chose Mazuma as they advertise a stress free experience. I found that onboarding was great, I’ve also reached out with some questions since joining and have always had a quick and clear response.

However, my first experience of a tax return with Mazuma was awful, and most definitely not stress free. I joined Mazuma in May 2024 and back paid for them to complete my self assessment for the most recent financial year. During onboarding I explained I wanted this done sooner rather than later just so I understood how much tax I had to pay, I was told it’d take the team about 6 weeks to look through everything and get back to me. I eventually heard back in August however the assessment was not submitted with HMRC because of additional questions, which I responded to in the same month.

At the beginning of January I still hadn’t heard anything. I emailed about 3 times asking for an update and was told that the team were “working on it” and “within the deadline.” Finally on the 31st of January at 1:13pm I had an email asking me to sign a document, I didn’t see this email until nearly 5pm because I was working. I appreciate this is within the deadline, however I’m shocked that it was left until the very last moment to submit. In previous years I’ve done it sooner myself.

At the beginning of January I also asked about your different tier levels and the difference in cost and service, I’m still waiting from someone to get back to me with this information and having spoken with another customer of Mazuma’s (and checking their Google reviews), it seems it’s quite common for them to not respond to questions like these.

It’s also worth noting that when I joined I was told I’d receive an email each month advising how much tax I should set aside, I’ve never had any communication like this and when I questioned this in August, it was confirmed “this is a service you will receive on a monthly basis moving forwards.” Still, I have never received any emails like this.

I emailed a complaint to the Feedback team on the 5th of Feb and Emma responded the next day advising they’d “look into the root cause of these issues to ensure this doesn’t happen going forward” and that “Leighton will be getting in touch today to go over available options so you can get the best out of our services.” Over a week later I’ve yet to hear back from Leighton or Emma, despite me sending follow up emails.

I most definitely do not recommend this service.

"Poor experience - avoid at all costs"

Mucked up first set of accounts and had to get this sorted out independently at my own cost.

Delivered Self Assessments late 2 x years in a row, can't get hold of anyone via phone, commitments continually broken, very poor guidance and advice.

They arent affiliated to any regulatory body - a very poor experience. Steer clear.

Also, am highly suspicious of the ultra positive and over the top, highly complementary reviews that have been posted lately. Doesn't align with the repeated failures incurred.

"Making my life easier"

I genuinely used to spend one weekend a quarter doing my VAT return and hating it. Since I joined Mazuma they just get it all sorted for me and I just check and sign it off electronically. Yes, it does cost money, but honestly, it's money well spent to get my weekends back!

"A nightmare experience! Don't believe the sales rep!"

Apologies, this is a long one, but it's worth reading before you take the leap to a new accountancy firm.

I hope that I can save at least a few people the pain and stress that I have gone through. I am not the only one leaving this sort of review, so please be warned. I can only imagine that the people leaving 4 or 5 star reviews just don't know that their accounts are wrong.

I reluctantly joined Mazuma back in July 24. Although I am an Accountant by trade, I have run my own businesses for years, and am currently working on a young business for which I was doing the accounts, as I always do at first.

I needed to spend more time on the business, but the company couldn't afford much. My business partner spotted Mazuma so I gave them a call. The sales person assured my that they could do our accounts just how I wanted them to, which I found very surprising for the monthly fee. It seemed "too good to be true", but I decided to give them a try anyway. I hadn't seen the Trust Pilot reviews... rookie error.

From the get go they I realised that Mazuma do not communicate. Contrary to what the sales person said, along with a lot of other mis-selling about how they could do everything I wanted, if something wasn't correct, it was down to me to spot, not them. For someone with no experience of accounts, this would be a huge issue.

They took a large amount of money from me to "check the accounts to date to ensure they were up to their standards". I can guarantee that this didn't happen, it's just a rouse to get money from you. I know this because I gave them the trial balance from my accounts package to the end of May 24, but they started the accounts from 1st July 24, so there was clearly no checking going on. They resolved this 6 months later!!

I submitted the paperwork required for June/July 24 in a very timely manner but I didn't receive first run of the accounts to July 24 until 19th Sep 24. They send me the VAT return for that quarter 1 day before the VAT return was due, so I had no time to review the figures. They told me there was a VAT refund due, but I knew that was impossible. They had not taken May 24 into account in the VAT quarter. I am only finding out now, Feb 25, that they hadn't included all the sales for Jun/Jul 24. At no point was any imbalance reported to me. In fact, there was zero communication unless I initiated it.

Each month I would submit the invoices and sales into the Mazuma envelope, along with an expenses explanation spreadsheet, which I imagine is more than they would get for many businesses without accounting experience.

Their "promise" is that you will receive your accounts 5 days from the close of the envelope or once I had submitted the information. That never happened once.

I received:

Jun/Jul accounts on 19th Sep 24
Aug 24 accounts on 27th Sep 24
Sep 24 accounts on 18th Oct 24
Oct 24 accounts on 5th Dec 24 (the deadline for the VAT return, so no time to check it again)

Accounts is a very loose word to describe them. They invoices were posted all over the place, without any continuity. A large number of invoices, for example SEO Costs, were posted into Cost of Sales! I also found double postings of invoices and bank payments because they don't sale reconciliations of any kind, potentially with the exception of the bank account, but the way they reconcile the bank is to just post everything whether they can allocate it to the invoice or not.

Example: When I buy stock I will often pay a deposit to get the manufacturing started and then the balance later on. As they don't do reconciliations, they posted in invoices to Cost of Sale and then the Bank Payments to Cost of Sale, thereby doubling up on the cost.

It is now February and I still do not have accounts for Nov 24, and the previous months are still a complete mess. I have discovered that sales are missing from all months.

I requested a refund but they won't even acknowledge this. I have chased many times and am having to resort to the courts to get a resolution. (They will give you a couple of months free, but what's the point of 2 more months of inaccurate/late accounts).

I have, of course, found another accountant. They are more expensive but, as you know, you get what you pay for. The difference is huge, great communication and they're asking me for things that make sense. Communication is key and Mazuma do not have this. They say they do, but they really don't.

Don't let Mazuma fool you... they cannot do professional accounts for you while charging you such a small monthly fee. They are a large faceless company who do not care for their clients.

I would like to warn anyone away from this company. As I say, I am an accountant, so I dread to think what state the accounts of others that don't understand accounts are in. In fact, that will be why they can charge as little as they do, because non-accounts people won't know that their accounts are wrong.

"Easy peasy tax return"

I used their one-off tax return service and it was so easy - just filled out a form and a couple of days later my tax return was filed. Simple and cost effective - thank you.