HMRC response times just not good enough

HMRC response times just not good enough

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I had a few small petty queries for clients that I was unable to get sorted via a phone call, and was told to write in.
I sent 4 different letters on 01.10.2015 SA Agent unit at Cardiff.

I told the clients involved that I had dealt with the matters but it can take up to 7/8 weeks for HMRC to deal with things like that and they would have
To bare with it whilst it was dealt with.

I received 2 replies on about 28th December, 1 today and still not got an answer to one.
Thats 13 weeks or 3 months to respond.

One of the clients was contacting me almost daily for an update driving me up the wall.
He wanted me to ring them daily, and wouldn't accept that it would not work or get it jumped up the queue.

When I called I was told " we are dealing with post from August so if you sent it after that they would not even discuss it" or even tell me the letter
Was in the system.

One of the clients accused me of not dealing with his affairs in good time and has took advice of another accountant which has further annoyed me as could lose
A client because it takes HMRC 3 months to reply to a letter about a mistake they have made.

If it takes 3 months to deal with simple queries when we are annual reporting what sort of shambles is it going to get into when we are forced into quarterly accounts filing.

They simply have not got the systems, people or resources to deal with things now, god help us.

Replies (18)

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By WhichTyler
06th Jan 2016 21:32

have you considered...

... paying the extra for the Gold service? Well worth it in my experience

Thanks (2)
Glenn Martin
By Glenn Martin
06th Jan 2016 21:43

Gold Service?
What is this gold service of which you speak.

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By v.knazevs
06th Jan 2016 23:06

Same story
We are about to lose a client for the same reasons - HMRC are taking time from mid Oct 2015 to correct their mistake and client just can't believe that we have done everything to get it sorted.
Phoned them up at least 3 times and on one ocasion got advised that our letter "possibly slipped through the net".

Asked to escalate and was promissed a callback. None of that happened.

Surprised? Sadly, but no.

Very poor service level.

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By Tim Vane
07th Jan 2016 01:21

I agree that the Gold Service is far superior and well worth the money. I certainly wouldn't want to be dealing with HMRC using the standard service, especially given their current problems.

EDIT - I see that the Gold Service sign-up page is no longer available since the move to gov.uk. According to the latest copy of the Gold Service newsletter HMRC are not accepting new Gold Service registrations as a result of the switch of focus to AOSS. It seems that existing Gold Service users are unaffected though, so that's a relief!

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By steve 12321
07th Jan 2016 04:56

???
Never heard of that but cannot believe such a system could ever have existed. However, I suppose it's similar to the agent helplines. Would just be good to have some higher standards for response times. We all know money is tight but this isn't some optional service we opt out of. We pay tax and need support and answers promptly. Had a similar conversation with a client yesterday. Client could not believe why something took so long. Also, getting a 64-8 processed and getting a utr is taking so long. Really is poor. They should sack the person in change. Guess that is really GO. Bye George. Let's get rid of DG too. Get someone in who does not make up unfair tax rules to alienate sections of society. It is bullying, victimising and descriminatory tax rules founded on flawed logic. Clause 24!!

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By The Innkeeper
07th Jan 2016 06:36

Boot and other foot

but when they write they usually want a response within 30 days or its off to The Tower !!

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By cheekychappy
07th Jan 2016 08:12

Is it only me feeling quite smug about being a platinum service user?

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RLI
By lionofludesch
07th Jan 2016 08:51

ADR

The "Gold Service" is the Alternative Dispute Resolution procedure.

I'm very happy with the competitively priced service I've had from them.

Surprised to hear myself say it, really, but there it is.

 

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By Paul D Utherone
07th Jan 2016 10:00

Are you registered for Agent Account Managers

 HERE - If so this sounds like something that your AAM ought to be able to escalate

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Jennifer Adams
By Jennifer Adams
07th Jan 2016 10:49

Paul is right...

... the more accountants use the AAM service (and it is a good 'Gold' service) the more HMRC will realise what pain we are going through. I've used it in the past and you get a call back nearly the next day from someone at HMRC who actually knows what they are talking about.

I am getting myself prepared for a row with whoever at HMRC re a clients residence confirmation. She is in desperate need as she is in India and wont get paid unless it arrives. You have to submit a form online and its been 2 months. I know Xmas and all that but she's getting desperate. I will be threatening further action via AAM.

Getting authority to act is one of the areas where I have no problem. Are you still submitting paper ones? I went to an Working Together meet last year (when we met in person - forget the current system = useless (see my blog!) and was amazed at how many accountants still use paper ones.

But dont even get me going on the pain CIS company clients are going through.

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Replying to Slim:
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By yolo rolo
07th Jan 2016 11:10

You were lucky

JAADAMS wrote:

... the more accountants use the AAM service (and it is a good 'Gold' service) the more HMRC will realise what pain we are going through. I've used it in the past and you get a call back nearly the next day from someone at HMRC who actually knows what they are talking about.

I am getting myself prepared for a row with whoever at HMRC re a clients residence confirmation. She is in desperate need as she is in India and wont get paid unless it arrives. You have to submit a form online and its been 2 months. I know Xmas and all that but she's getting desperate. I will be threatening further action via AAM.

Getting authority to act is one of the areas where I have no problem. Are you still submitting paper ones? I went to an Working Together meet last year (when we met in person - forget the current system = useless (see my blog!) and was amazed at how many accountants still use paper ones.

But dont even get me going on the pain CIS company clients are going through.

 

Sounds like you have been lucky. We have dealt with two AAMs and they were both dire. You say they have knowledge. Yours may have done, these certainly did not. One was unaware that sole traders and limited companies paid different types of tax on different systems. The other spent nine months claiming to be chasing a complaint for  us. By chance we got hold of someone's contact details in the complaints team through a sheer fluke with another case. This person confirmed the AAM had never submitted the complaint to the team, and it was then resolved to our satisfaction in 24 hours. If you imagine dragging the next person who walks past your office off the street and explaining to them your issue with HMRC 5 or 6 times and then they just try and repeat what you have said with no understanding to a department in HMRC, then come back to you with replies that make absolutely no sense, as they are just repeating what they have been told (they question nothing) then you will have some understanding of what it is like dealing with an AAM.

 

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By Anne Robinson
07th Jan 2016 10:59

I know it doesnt help but
I have in the past gone through the on line when will I get a reply service(which in effect is just put in the date of your letter and it adds on whatever the current delay is) but at least you can print it out and show it to a client which sort of shows them that it is not because we are not following it up.

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By bernard michael
07th Jan 2016 11:01

If the client is that stroppy I suggest you supply them with  copy of your letter and invite them to phone HMRC. You're going to lose them any way

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By The Innkeeper
07th Jan 2016 11:13

Several Years ago

we had a true PITA client who seemed to think that HMRC was a perfect organisation and could do no wrong. HMMMMMMMMMMMMMMMMMMMMMMMMMM

PS We parted company and we were very glad to see her go

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Replying to lionofludesch:
Red Leader
By Red Leader
07th Jan 2016 11:28

client trust

If the client doesn't believe you when you say what you have done ... sod them!

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By Paul D Utherone
07th Jan 2016 12:25

In the old days when I were a lad on the other side of the fence

receipt of an 'MP Complaint Letter' used to get things moving, but perhaps not nowadays - and it would probably have to be a complaint from the client unless you wrote to your MP complaining that HMRC delays were costing you business, but that would be a general moan not client specific so most likely would not work

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Glenn Martin
By Glenn Martin
07th Jan 2016 17:29

@cheeky
What extra do you get for Platinum membership, do you get better music when hold for 45 minutes?

So let's get this straight how much does the gold scheme cost, and can you defiantly no longer join it and those that are gold now will always be but everyone else is now outside of it.

I must admit I was really disappointed in the clients attitude and the new guy is welcome to him if he wants, ( he told the client he would of had it cracked in a week which is bollox but as its sorted now he will never have to deliver his false promise).

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Replying to DJKL:
RLI
By lionofludesch
07th Jan 2016 17:48

Metal

Glennzy wrote:
What extra do you get for Platinum membership, do you get better music when hold for 45 minutes?

Eh dear - shocking, isn't it ?

What's up with Motörhead anyway ?

Didn't Lemmy pay his taxes too ?

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