I know its been mentioned a few times now but this really is driving me mad.
I have today received a letter dated 1st July which expects a response by 1st August.
The envelope some how has no post mark on it.
I have contacted the inspector concerned who doesnt really believe me.
The letter i sent them had lost all the attachments by the time it got to the inspector so she thinks
the problem lies at my end. This seems to be getting worse when dealing with the Newcastle office but
was is more worrying they dont seem to understand that this happening and just think we are unresponsive
at our end.I have mentioned this several times to different officers I deal with but no one is interested and nothing seems to be happening to improve
the turnaround. has anyone else made any complaints about this.and is it any better in other parts of the country.
Replies (12)
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Lost Post
All the time! It's lucky that even the main bit got there. Thing is the "lost" pages are normally supporting evidence on your side. In other words HMRC don't want to see that bit of it. You can never win with HMRC. It always "your fault" Then you get a silly letter from them saying you have "no authority" to act on behalf of this client" when it was them that originated the query in the first place and sent YOU a letter.
Had another this week when HMRC said, re a tax refund, via Self Assessment that there was no authority to send it to us (accountant). It is clearly shown to be in place on the SA submitted papers.
The word "wriggle" was invented for this lot
No one is interested their end at all.
Tell them that when they start replying within 30 days, so will you.
I'm just concluding an enquiry with HMRC, that is being finalised via a contract settlement. It took them 10 months to reply to the last letter, and then they expected interest for that 10 months to be included.
I told them that they could whistle for it, and reduced the offer on behalf of my client accordingly.
Needless to say, they aren't contending it.
A while ago I made it a policy not to call them, only write.
When you call, you are on hold for what seems like an eternity, and it is usually in vain.
I think other people will have done the same. Ultimately, it's just shifting pressure from one department to another and doesn't address the fundamental issues.
One rule for them ....
I'm still waiting for a reply to the Employers Section in Longbenton from early April this year for a PAYE scheme closed in Nov 2014.
The last contact with them on the Helpline indicated a 6-month backlog so I would invite your HMIT to read through some of the comments here on AW, and also here: http://www.ion.icaew.com/Taxforum/post/How-long-is-it-taking-for-HMRC-to...
Post
Does anyone use registered post for all mail sent to HMRC? Considering this as an extra layer of protection at our end.
We record and date stamp all incoming post, and scan in day received. Hoping this provides sufficient evidence if ever needs be against HMRC and their inefficiencies.
Number Pages
If you send more than one piece of paper, mark them "1 of x", "2 of x" etc. Putting a dirty great staple through them might help but I've known them not be deterred by that and still separate and lose some of the pages. In those cases you'll need to photocopy the front page showing the staple mark. It's a bit like dealing with 5 year old children but at least in their case there's a sporting chance their brains will develop.
I send all mail by Special Delivery - next day and signed for then download the signature receipt form Royal Mail.
This has proved helpful especially when I had occasion to phone them to ask when I could expect a reply - I was told they had not received it (sent 2 months previous!) but when I told them I had proof of delivery they suddenly back tracked and said 'oh yes we have received it, you will get a reply within the next 30 days and I did.
Ok it costs about a fiver but worth it!
Special Delivery
I tend to send any important letters by special delivery and also either staple or tag items to the letters. I sent a letter enclosing a cheque to one of the Specialist Office SD only for them to "lose" the letter by sending off to other offices and resulted in the cheque being cancelled and a further one having to be issued. I was able to give the the proof of delivery and they eventually traced it but it still resulted in additional charges for my time. The client has paid these and we have requested HMRC to reimburse him.
I also had a s36 request letter received 3 weeks after it was sent out but the HMRC officer dealing with the case accepted my word and extended the time limit for the response.
I have also had an PPN notice which was never received by either the client or myself and had to argue with HMRC to re-issue a new one re-dated to enable the client to have the 90 day time limit to review and make any necessary representations.
There is a major problem in the postal system with HMRC and all the time the management keep sticking their heads in the sand it will continue to deteriorate. Every time there is a substantial delay in delivery I phone the relevant office and report it.
Does Special Delivery help?
Given that all mail seems to be intercepted centrally to be scanned then forwarded to the relevant section (or whoever has the time to deal with it - Mariner's NI check? Meh, the CIS team are at a bit of loose end...) is it worth the cost of Special Delivery as the signature will most likely be from the security guard, if signed at all? It is more usual for them to lose pages/enclosures than outright deny receipt at all, except in the case of 64/8s which seem to be lost forever.
Special delivery no use
Heard on the radio some time back that Special is no different different to ordinary mail. It all gets lumped in and delivered by the sackful. Do you honestly think there is some little man (or woman) in HMRC duly signing for all these things. Also chatted to my local Post office Manager who confirmed this. Complete waste of money
Oh good I thought
when the brown envelope dropped through the door today, they've dealt with my letter quickly and corrected my PAYE code ... Nope.
1/7/15 - I used the 'Tell Us Your Code Is Wrong' link for some changes, some positive, others negative but overall a higher code and less tax to pay.
18/7/15 - receive a letter with questions about the changes that reduce deductions, dated 15/7 and reply on 20/7
4/8/15 - a new code arrives dated 13/7/15 taking account of all the changes that reduce the code and none of those that increase it.
Hopefully by Christmas it'll be right and I'll get a small windfall ... well I can dream can't I?