HMRC and incorrect PAYE codings
If HMRC are going to sort out the tax codes mess they will need staff to do it.
If everyone who gets a wrong code (and probably many who get a correct code) phone HMRC to try and get their codes sorted out that will tie up huge numbers of HMRC staff (even answering the 45% of calls that get answered).
Wouldn't those staff be better employed in making the corrections than in answering the phone?
Shouldn't HMRC just sort it all out?
Is there anyone sensible in charge of this?
A terrible attitude by HMRC
The call centres really are a waste of time. At the end of any call to them I half expect them to say - "while you're on, can we flog you some double glazing?".
What I consider appalling is the attitude that "we knowc we got it wrong - but we are not going to put ourselves out to correct it". Personally I consider that little short of sharp practice because they know perfectly well that a lot of taxpayers, mostly pensioners, will just assume the Revenue is never wrong, and simply pay the extra tax. Disgusting.
How to make (PAYE) taxpayers pay too much tax...
Now, I can fully understand why HMRC needs to raise more money (ie. the current state of public finances),
but I do NOT agree with the following "benefit HMRC cash flow tactics(*)":-
- Delay self assessment tax repayments ("send them to Bristol" "for verification / checking" and start paying them out only when SA 2nd payments on account start rolling in [July 2009] will this policy be maintained in 2010?)
- Issue a D0 PAYE code number in lieu of BR code to a basic rate (not higher rate) taxpayer on his private pension income (grabs 15% extra tax deduction to HMRC coffers until his SA return is prepared)
- Issue PAYE codes with too high a deduction for company cars - and perhaps worst of all - give no calculations as to how the (wrong) deduction in allowances has been computed
- Issue tax underpayment / calculations to a recently widowed person regarding her late husband and include total figures with no explanation where they've come from / how derived
(*) clarification - I say "tactics" when just maybe it's a lack of competence on HMRC's part rather than some intentional official cashflow boosting tactic of HMRC covered by the Official Secrets Act so that no HMRC staff member can legally admit to it existing (not that it does exist of course, the effect is the same though).
call centres
what would really help would be the facility for the call centres to make the adjustments, as it is they seem to email the processing office to do the work, thus delay and error ensues.
This appears to affect more than just coding. An efficient service would be able to deal with all but the most complex queries, and a really good one would have access to the paperwork, rather than this remote telephone "service".
I wonder how long before it is outsourced to India, they already have untrained staff doing these things so why bother with minimum wage/pension/flexi time considerations.