Mazuma Accountants Reviews 

My experience with Mazuma has been, without question, the worst experience I have ever had with an accounting service.

I submitted all of my information in May and, over the following weeks, repeatedly asked for updates and assistance. I received little to no meaningful response. It was only after I expressed my dissatisfaction with the service and stated that I intended to make my experience public that I finally received a reply in mid-June, informing me that my tax return would be completed by 17 July.

This strongly gave me the impression that my documents had not even been reviewed until that point.

17 July came and went. Not only did I not receive my tax return, but nobody even had the courtesy to contact me to explain the delay or provide an update. As a customer, I find this completely unacceptable.

Adding to the frustration, virtually every interaction feels automated. Emails appear to be AI-generated, the help centre is AI-driven, and despite multiple phone numbers being available, it is practically impossible to speak to a human being. You are simply invited to leave a message and hope someone gets back to you.

What I find particularly striking is the contrast in priorities. If a customer misses a payment, communication is immediate. You are contacted straight away. However, when it comes to delivering the service that customers are paying for—particularly something as important and time-sensitive as a tax return—there appears to be no sense of urgency whatsoever.

I appreciate that delays can happen, but a complete lack of communication, accountability, and customer support is not acceptable. At no point did I feel like a valued client. Instead, I felt ignored, frustrated, and left chasing a service that I had already paid for.

I will be taking my business elsewhere and cannot recommend Mazuma based on my personal experience. If you are considering using this company, my advice would be to ask yourself one question: if something goes wrong, are you comfortable knowing that you may struggle to speak to a real person?

For me, the answer is no.

1/5 stars.

Ruinous service! Companies House & HMRC fines, plus an extra £10k false tax bill!

I cannot see how an accounting service could possibly be any worse than this.

Customer service, communication, expertise shocking on all levels. I had Months of hell since day 1 and still waiting complaints and accounts to be dealt with.

Do not be fooled by their cheap price tag; it is an absolute trap. Because they completely failed to complete my accounts and file them on time as promised, I have now been hit with automatic fines from both Companies House and HMRC.

To make matters worse, they actually tried to pressure me into signing off on accounts filled with completely made-up figures to cover for their own missed deadlines. Had I blindly trusted them and signed, their fabricated numbers would have landed me with an extra £10,000 tax bill that I didn’t actually owe. Instead of managing your accounts, they abandon you to navigate the fallout, handle regulatory penalties, and rectify their errors yourself. The staff assigned to my files demonstrated a fundamental lack of competence regarding standard UK tax compliance.

I’m only lucky to have had one person, Amber, who originally signed me up, help me deal with this shocking service and company up to this point. Guess what? She’s now leaving. I am not surprised at all—she is far too good to work for this absolute shower of a company. Save your business from severe financial risk and stress—go absolutely anywhere else.

Molly Avery was so helpful and lovely.
Thank you Molly for all your help.

Mazuma have been excellent in helping me get set up and sorted with my first VAT return.

As a new business owner, the VAT process felt quite daunting at first, but the team made everything clear, straightforward and manageable. They were responsive, professional and helpful throughout, and it gave me real peace of mind knowing the return was being dealt with properly.

A great service so far and I would be happy to recommend Mazuma to other small business owners looking for practical accounting support.

Very slow at responding. Can't just pick up the phone - have to submit a form, which goes who knows where

You get what you pay for , it’s cheap but you barely even register as a customer to them. You are just told to message them thru the web app it takes a few days for a generic reply then your query still remains unsolved. I thought a local accountant was a bit too pricey but you get what you pay for , I would avoid this sort of thing at all costs in the future.

Very pushy sales team who get you signed up and don’t care, sales team also don’t know much about book keeping and accountants that should have rang alarm bells

My enquiry was dealt with promptly and professionally and Stephanie was brilliant.

Following on from my review below, Mazuma only completed my request to finalise my self assessment once I left the below review. The assessment was completed and signed by me. Then all of a sudden their “system” for sending them off was “down”. I was promised my self assessment would be submitted by the end of last week. I have contacted the company on multiple occasions to gain confirmation of the submission to no avail.

To put the cherry on the cake, I have over the last 2 weeks requested THREE times for my account to be closed. Not one request via their ticket system has been acknowledged.

DO NOT USE MAZUMA.

Jessica answered all of my questions and was a great help to me.

Replying to Mazumas attempt to justify their awful service.

You got the accounts finished on time only because we hired an external accountant to assist me in answering questions that you should have already known.

You were asking me ridiculous questions without offering any kind of assistance or help, that without my new accountant, would have made the deadline impossible to meet.

Do not for one second try and say that you would have or did get them done on time as you didn't; my new accountant at a cost of over £1000 assisted me to answer all your questions that I wasn't aware of.

To be honest, I wonder if you would have even done my books at all had I not prompted you when I did.

No contact with Mazuma. Terrible service. Paid extra for poor work to be done.

Avoid at all cost to save yourself lots of hassle!!

Mazuma bought my accountant and the experience has been poor with Mazuma, the new company, who my old accountant advised me to use. Documents have to submitted via a portal but you can't tell if they've been read or if your matter is being dealt with. You are left wondering what is going on.
I tried to email to get an answer but no one replied and I needed my return done asap. I only got answers when I submitted a complaint or replied to someone who was trying to upsell me. I then found out emails were going to an old address - they don't review bouncebacks!
I tried to call but you have to try 4 times to actually get through to someone. When I finally did, the people were very helpful and it was only then that I made progress. The return was wrong when I got it - tbc how long it will take for that to be fixed.
So, in summary poor customer communications; terrible website; but nice staff when you can get hold of them.

Oh dear, where to start.

I joined Mazuma after they acquired my previous accountant, TI Accountancy, with whom I had worked for more than 10 years. Initially, things continued relatively smoothly, but after my two main contacts from TI left and everything was fully handed over to the Mazuma team, the experience deteriorated significantly.

One of the biggest changes was losing the ability to communicate directly with a dedicated accountant by email. Documents could still be submitted via the dedicated MazApp email address, which was generally fine and at least allowed me to track what I had sent.

The bigger challenge was communication itself. Any queries or follow-ups had to be raised through their ticketing system rather than normal email conversations. This meant there was no straightforward email trail to track ongoing discussions or easily follow up on responses. In many cases, tickets were either ignored entirely or answered weeks later.

At the beginning, I genuinely tried to make the system work and provided constructive feedback. I suggested that ticket conversations should also generate email copies so clients could properly track discussions and follow up using ticket numbers. I raised this several times and even attended a feedback call, yet nobody followed up or implemented anything.

Another major issue was bookkeeping frequency. With TI Accountancy, my QuickBooks was updated weekly, which was important for managing cash flow and tracking payments. After moving to Mazuma, I was effectively forced onto monthly updates. When I questioned this, I was asked: “Why do you need your books updated once a week?” I even offered to pay extra for weekly updates, but was simply told it was not possible.

On top of that, there were repeated bookkeeping errors month after month — things like salaries not being added or paid invoices not being marked as paid in QuickBooks. I ended up spending a huge amount of time chasing updates and corrections, and even relatively simple fixes could take days.

I am now in my final week with Mazuma across my three companies and honestly look forward to closing this chapter. Unfortunately, even leaving has not been straightforward, as my new accountant has struggled for weeks to get hold of them to arrange a proper handover.

Looking back, I genuinely question the purpose of acquiring another accounting firm only to provide a worse service to its long-standing clients. With everyone effectively on 30 days’ notice, if clients keep leaving — as I am — the investment quickly becomes meaningless.

Lucy is very helpful and thank god for her. However, when I have asked, via the usual Customer Services email address for something simple, like the CH Authentication Code, it took 4 rounds of asking before Lucy stepped in.

Following my friend's recommendation I had a demo done by Leighton and I was positively surprised with the level of knowledge and how enthusiastic Leighton was about the services Mazuma Accountants provide.

Can actually speak to a person to help navigate the new systems, without a 30 minute holding on calls!

Great service, everything on time, all dates are kept, I don't have to worry about anything.

They assist you when you've your queries and their online service is also very flexible for submission of documents and alike...

I spoke to Leighton and he has been amazing. Would 100% recommend

Transition went very smoothly and communication was very helpful with very little disruption to the company,
all personnel have been great.

I no longer have a local representative at Mazuma, so all communication is now handled via phone or email — and unfortunately, it’s been very poor.

I’ve been waiting months for my year-end accounts, with little to no progress or updates. Communication is extremely frustrating; I’m regularly promised call-backs that never happen, and I often have to chase repeatedly just to get a response.

Overall, the service has been disappointing and stressful. Based on my experience, I would not recommend this company.