Helplines and support
Webchat is the best way to contact us for real-time support during our opening hours. The table below shows the different ways to contact us.
Webchat is available between 09.00 and 17.00 Monday to Friday except for Wednesday’s, when we open at 10.00, and bank holidays when we are closed.
For telephone support, please refer to the table below.
The best way to contact the majority of our teams for real-time support will be via Live web chat. You can start a new chat with an available adviser from the webchat page.
| Our teams | Telephone | Live chat | What we can help with | |
|---|---|---|---|---|
| Members |
+44 (0)1908 248 250 (Option 1) Monday – Friday: 9:00–17:00 Wednesday: 10:00–17:00 |
Yes | members.information@icaew.com | Membership enquiries, membership renewal |
| Finance -automated payments only | +44 (0)1908 248 250 (Option 1) | Not available |
Automated payments. Automated payment service icaew.com/pay Receipts available from receipts@icaew.com or my.icaew.com/receipts |
|
| Finance - Non-member telephone payments | +44 (0)1908 248 225 | Not available | fin@icaew.com |
Telephone payments 8:30– 16:30 Monday – Friday |
| Technical and Ethics Advisory Services |
+44 (0)1908 248 250 (Option 2) Monday – Friday: 9:00–17:00 Wednesday: 10:00–17:00 |
Yes |
Not available |
Confidential advice and support on Technical, Ethics, Firm structure, Practicing certificates and Professional Indemnity Insurance enquiries for ICAEW members, affiliates, ICAEW students and staff in eligible firms with member firm access. Helpsheets are available online at www.icaew.com/helpsheets |
| Anonymous Anti-Money Laundering helpline |
+44 (0)1908 248 250 (Option 2) State your wish to make an anonymous enquiry Monday – Friday: 9:00–17:00 Wednesday: 10:00–17:00 |
Not available | Not available |
ICAEW members can phone in anonymously if they wish to speak to an advisor about suspected illegal activity or any matter that may trigger a need to submit a suspicious activity report. Resources available at www.icaew.com/moneylaundering |
| Anonymous Fraud Advisory Helpline |
+44 (0)1908 248 250 Monday – Friday 9:00 – 17:00 Wednesday 10:00 – 17:00 |
Not available |
Not available |
ICAEW members, affiliates, ICAEW students and staff in eligible firms with member firm access can phone in anonymously if they have been a victim of fraud, or are advising a client who has been a victim of fraud, and need advice. Resources available at www.icaew.com/technical/tas-helpsheets |
| Firms |
+44 (0)1908 248 250 (Option 4) Monday – Friday: 9:00–17:00 Wednesday: 10:00–17:00 |
Yes | informationcentre@icaew.com |
Setting up a non-regulated firm and letterheads |
| Students |
+44 (0)1908 248 250 (Option 3) Monday – Friday: 9:00–17:00 Wednesday: 10:00–17:00 |
Yes | studentsupport@icaew.com | CFAB, BFP, ACA, ICAEW Pathways and our other certification programmes |
| Library | +44 (0)20 7920 8620 Monday – Friday: 9:00–17:00 Wednesday: 10:00–17:00 |
Yes | library@icaew.com | Library resources are available online at www.icaew.com/library and www.icaew.com/ebooks |
| Events | +44 (0)1908 248 159 Monday – Friday: 9:00–17:00 Wednesday: 10:00–17:00 |
Yes | events.information@icaew.com | ICAEW webinars/online events and ICAEW events (including Academy) held at Chartered Accountants Hall, locations around the UK/non-UK |
| Support Members Scheme | +44 (0)800 917 3526 | Yes | support.members@icaew.com | This scheme provides a network of volunteers, who are experienced ICAEW members trained to help fellow members who are facing difficulties. They provide a listening ear, and free, confidential and non-judgemental support. |
| Presidents Nomination Scheme | Not available | Not available | Not available | Guidance on how to identify and appoint an expert chartered accountant to mediate in a dispute |
| Regulatory Support | +44 (0)1908 546 302 | Not available | regulatorysupport@icaew.com | Regulatory applications and withdrawals for insolvency, audit, public audit, probate, designated professional body (DPB - investment business) and the licensed practice scheme. We can also help with credit control queries relating to the above areas. For urgent enquiries, leave a voicemail on +44 (0)1908 546 302. |
| ICAEW Annual Returns | +44 (0)1908 546 372 | Not available | annualreturns@icaew.com | If we can help you to complete your firm’s annual return, or you would like to discuss an extension for submitting your firm’s annual return or have a general query, please email annualreturns@icaew.com or leave a voicemail on +44 (0)1908 546 372 and one of our team will be in contact as soon as possible. |
| Quality Assurance Department | +44 (0)1908 546 335 option 1 | Not available | QADvisits@icaew.com |
Enquiries about your firm's monitoring review visit, please email us at QADvisits@icaew.com |
| Professional Conduct Department | Not available | Not available | If you have a question about an ongoing investigation, please contact the case manager who is dealing with the case. If you would like to make a complaint about an ICAEW member, firm or student, please visit icaew.com/complaints and complete the complaint form. | |
| Insolvency | Not available | Not available | insolvency@icaew.com |
Including insolvency licence applications. |
| CABA | +44 (0)1788 556 366 (24 hour) | On CABA website | enquiries@caba.org.uk |
Supporting past and present ICAEW members, ICAEW staff, ACA students and their close families from across the globe |
| General enquiries | Not available | Yes |
contactus@icaew.com |
Live web chat enables you to receive a real-time response from our team. You can also use send us a message using our contact us form |
How we help
Student support team
Our dedicated student support team is on hand to help and advise you throughout your training. From queries about your training agreement with exams through to simply updating your personal details, don’t hesitate to get in touch.
If you’re browsing our website, look out for the Live chat boxes. You will be able to speak directly to an adviser. On our student pages, you will also be able to find Mia, our interactive chatbot who can help with a wide range of common enquiries.
You can also contact us using Skype. Search ‘icaew_uk’ on Skype and speak to our student support team free of charge.
Technical enquiries
Our Technical Enquiries Service provides advice on a wide range of subjects, including accounting, company law, charities and auditing, but not taxation, which is dealt with through the ICAEW Tax and VAT helpline provided by MarkelTax or the TAXconnect. In addition to advice provided through the helplines, common topics are addressed in a series of helpsheets written by our Technical Advisors.Ethics enquiries
We advise on ethical dilemmas in both business and practice sectors, including providing guidance on interpretation and compliance with the Regulations, Standards and Guidance which incorporates the Code of Ethics, section 3.
Money laundering enquiries
Due to the special nature of money laundering enquiries we advise members to phone in anonymously if they wish to speak to an advisor about suspected illegal activity or any matter that may trigger a need to submit a suspicious activity report.
Helpsheets
Access technical helpsheets, ethical guidance and practice resources from ICAEW's Technical Advisory Service.
Advice provided by our advisors is for general guidance only and where possible is supported by reference to appropriate standards, regulations or legislation. The advice represents the personal opinion of our advisors. Such personal opinions are not binding on ICAEW. Whilst an advisor may suggest options which they believe are available to you, you shall be solely responsible for applying any guidance provided to your factual scenario and arriving at a suitable conclusion. ICAEW shall not be liable, to the extent permissible by law, for any losses you incur if you choose to follow, or not to follow, the advice of an advisor.
Your enquiry will be treated in strict confidence by our technical and ethics team. If the nature of your enquiry is ethical the advisor will be exempt from the ICAEW duty to report misconduct. Hence details will not be divulged to third parties, including other departments of ICAEW, unless you request or consent to this, except in cases where the Proceeds of Crime Act 2002 applies.
Please note that calls may be recorded for training and quality purposes.
Library & Information enquiries
The ICAEW Library & Information Service provides an enquiry and information service, together with a world-class collection of books, journals and electronic resources on accountancy and business.
ICAEW members and registered students, members of certain other accountancy bodies and non-members can use the library and resources but some limits or charges may apply.
Support members scheme
Our team of support members offer help to all members.
Support members are a network of volunteers, who are experienced ICAEW members trained to help fellow members who are facing difficulties. They provide a listening ear and free, confidential and non-judgemental support. Whatever the circumstances, you can be assured you will be listened to. If you are worried or have a problem on you mind don't let it weigh you down - contact a support member. Contact with a support member remains 100% confidential with volunteers exempt from the duty to report misconduct, enabling you to speak freely without fear of recrimination or repercussion.
CABA: Supporting your future
CABA are here to help, make sure to check out what services they can offer you.
Other services
Confirmation of ICAEW status
Please use our Find a Chartered Accountant website for confirmation of ICAEW membership.