I am beginning to resort to writing to HMRC by default rather than trying to resolve issues by telephone, especially PAYE. It is now taking between 10-20 minutes to get through, and then the operative just says "Oh, I don't know why that's happened, it shouldn't happen like that".
Is that other's experience or am I just unlucky, old and crabby, or both??
Replies (11)
Please login or register to join the discussion.
I agree - you can end up on the phone for half the day sometimes and often the end result is unsatisfactory. You often get a better, more considered response from a letter.
yes ..but
Yes .. I have had to resort to that too - but the letters to the PAYE office don't get answered for at least a month! So it depends on what your query is
Agreed - Only way to get a proper answer most of the time
Anything more than a query that can be answered by the 'new improved' Agents line goes on paper.
My rationale for this is that some of the responses from HMRC have to be seen to be believed and it is easier and more credible to the client if I copy them in on HMRC responses.
I also keep a computerised annotation on all letters sent and responses and send out complaints if a response is not received within 2-weeks (i.e. most of them).
The continuous stream of apologies is kept on client files so that when a client occasionally raises concerns about urgent matters not being dealt with in a timely fashion I can show him/her both sides of the correspondence.
After showing a client the 5th or 6th apology from HMRC for not responding to that clients issues within a reasonable time-frame even the most slow-witted of them gets the hint.
Robot
The main problem with the phone is sometimes HMRC staff are like little minded robots. Recently had a conversation with PAYE: payment demand issued, but overpayment made the previous year which more than covers the amount of the demand. He insisted payment was due. I went round the houses with a full explanation and offerered an example in that one minus one equals zero. He could not see it. Very frustrating.
We're part of HMRC's current pilot for dealing with queries via email.
If sucessfully rolled out in the futrue, this may speed things up, as clearly something needs to improve.
...Ha...email...
I tried email: response is it is not secure. We can not discuss this topic. More round and round in circles. The obvious thing to me is if I can have an electronic messages between me & my bank, then good old HMRC should be able to do something too.
this is how to do it...
Phone HMRC and put the call on speaker.
Start to type the letter on the subject you are calling about.
If they answer before the letter is complete deal with it on the phone.
If you finish the letter before they answer hang up and post the letter.
and for good measure include a paragraph telling them what you have done....
10-20 Minutes??
If it were a CT thing I'd understand but on the agents' line I'd say our typical wait-time in 10-20 seconds to get through. Of course that's only the start of the tussle sometimes but even then I would say the call-centres solve around 80-90% of our queries.
Agent Line
is 0845-366-7855. This covers SA and PAYE issues (from the employee POV). You can sometimes get them to transfer you to the right person for employer PAYE issues. CT is a no-hope (a Working Together issue to address?) and VAT is not really a problem - they just have a very long-winded route through to a human, who is not usually technically gifted but can deal with practical stuff or easy Q's that you should have been able to deal with yourself.