HMRC - It doesn't get any better!

Just had yet another frustrating and most irritating conversation on the agent's helpline, not tax officers fault but.............

I was engaged to deal with a tax demand for circa £12k over 2 tax yrs. In simple terms not HMRC's fault but his previous employer who went into administration.

Whilst pulling together the req'd info it came to light that he had made no claim for expenses, no advice from employer. He only had 08/09 & 09/10's info to hand, rest now lost and no one to ask.

I countered the tax demand with corrected info and a claim for expenses resulting in a refund in both years. That was 14th April 2011

June 9th rang, told calcs had been reviewed and passed thru for final check and processing.

June 24th rang, cldn't advise any change

Today, Aug 12th after 20mins on the phone the tax officer didn't understand the log entry so she read it to me, basically told cldn't process the changes due to system fault. I suggested paper and pen but advised they can't by pass the system. Presumably that's the one that doesn't work.

Asked to speak to someone ot lodge complaint, advised someone wld ring me back. Advised it cld take 3 wks! When I said I was not satisified she spoke to her team leader and came back to apologises but for agents it's only 3 days. 3 wks is for everyone else!

So it's taken 4 mths so far, 2 of which is due to a system fault. Is anyone fixing it? No idea

I'd write a letter to complain but that no doubt it will be at least 6 wks before they read it

How much worse can it get or am I doing something wrong?

Mark