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HMR&C Correspondence Response Times

I today telephoned HMR&C Central Yorkshire to enquire when a repayment claim submitted 10 August 2009 would be dealt with. The reply was correspondence from that date could expect (not get) a response by 20 November 2009.
Why are we as a profession allowing the Revenue to get away with this and why is not now a question being asked by MPs and the press?


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me too

I wrote to Chapel Wharf District (951) on 30th September about a large PAYE/CIS refund. I telephoned them today to be told they had “only got to 14th September’s post”, so I have to wait……….


BUT today is 4th November!!! They are 6+ weeks behind a vaguely acceptable standard.

If I treated my clients like that I would be even poorer than I am….


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Me Three

I rang Sefton ( 083) today on 0151 300 3300 – mostly engaged,


and when you get through you get a recorded man who is clearly delighted to say “all lines are busy, and you can’t leave a message” – then you get disconnected. Are they terrdzzzzz?


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Have you actually raised it with your /your client's MP?

 Complaining on this forum won't help!  

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IR / MP's
 Your MP  will not be able to reply to you until he sorts out his own expenses claims so I would imagine you would get a reply from the IR before you get a reply from your MP.


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Don't blame the workers
Restructuring, downsizing and consolidating. Don't blame the people trying to do their job, blame the people who think they are improving the service by reducing the headcount.

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And me

See my earlier post - letter of 6 Oct can expect a reply by 8 Jan.  In the meanwhile, I have no way of even checking that they have received the letter - which is another issue HMRC seem to have.

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Staff to blame?
In no way do I totally blame the frontline staff at HM Revenue & Customs who must be trying to make a good job of a bad situation but having had conversations with many officers aroiund the country in differing sections of HMR&C (some of which seem to change on a monthly basis) there seems to be a whole culture of nobody rarely takes any responsibility or uses common sense to try and quickly resolve a problem. For example yesterday I was advised that my post code was incorrect and that the call could not continue as the security check could not be completed.
I was in the Inland Revenue, Inspectorate and Collection for 10 years and in those days post on hand and staff reductions were ongoing and from what I recall the Union tried to address these issues with some success. Are they now?
I repeat my question to you out there, why as a profession have we allowed this situation to arise? Is anyone taking any steps to flag this with their MP, the press, anyone? (I suggest not Dave Hartnett - he is too busy chasing the evil tax avoiders and evaders) What about working together (which in my mind is a complete joke!)

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There needs to be a proper forum for these things that HMRC has to deal with.

Sign up to this petition!

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I agree. I am fed up of wasting my time on trivial matters and errors by HMRC.

Corporation tax lines are constantly engaged with no agent dedicated numbers, how big is the blackhole that the 64-8's go in to and never come out of.

HMRC needs a reshape, preferrably by people who actually understand the situation. 

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You are all correct
To sum up the general theme of these posts:
- HMRC is not working as we'd like it to, so something has to be changed
- it's not the fault of the PBI (poor bloody infantry).

Well, amen to both of those. But it's actually up to us. How many of us cheer and stamp our feet when a politician (and this is not a party issue because they all do it) stands up and promises to cut civil service costs by reducing the number of useless pen-pushers etc etc etc. You can write the rest of this speech yourselves, because you've all heaard it.

What actually happens in practice is that budgets get cut. In a desparate effort to cut costs and stay within budget, managers replace expensive parts of the organisation that give good service (for example the traditional local office) with cheap alternatives that don't, such as the call centre, the huge factory-style correspondence processing centre and so on. Recognising that this will produce unhappiness, the managers then set up schemes such as Working Together - well-meaning, and a good idea, but not addressing the problems that we all want addressed.

So it's up to all of us really. We all want to save public expenditure and start to put the economy back on an even keel. But at what price?

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