Two clients (married to each other) disappeared from client list

Two clients (married to each other) disappeared...

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I was just doing some agent housekeeping and I noticed a couple of clients (married to each other) who were not on my client list although they have been on the list for the past 18 months. They have a limited company who is still on my client list. I phoned HMRC (several times) and they eventually said that a new 64-8 has been submitted from another agent. I said that I have received no evidence that they have changed agent: no contact from a new accountant or clients mentioning it. HMRC suggested I contact the client and if they said they hadn't changed agent they would investigate.

I couldn't see any progress without contacted my client so I phoned him. He said he hadn't changed agent. I phoned HMRC and told them and, as expected, they said there was nothing they could do. I'm waiting for a call back from a manager. I would think that my client could request a copy of the 64-8 (or electronic equivalents) to see what evidence HMRC have to support their actions. I'm disappointed - although not surprised - that HMRC don't appear to have a system to deal with this.

I have now had a call back from a manager and she said that the only thing I could do was submit another 64-8. I explained that I didn't want to do that. I would prefer that the problem was investigated and lessons learned and steps were put in place to stop it happening again and/or deal with the problem when it arises in future.

She said my clients could contact:

Call Retrieval Team

HM Revenue & Customs

5th Floor

Trinity Bridge House

Dearmans Place

Salford M3 5DU

My clients should ask for a copy of the 64-8 which is held on file as authorised agent (please send copy to: Peter Saxton & Co.) and authorise HMRC to deal with Peter Saxton & Co. regarding this matter.

I have also made a complaint against HMRC regarding the inadequate way they deal with the problem. I think they should investigate the matter if an agent points out there is a problem.

Replies (8)

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By bernard michael
22nd Oct 2014 14:52

I've gone the other way. On Friday I reviewed my HMRC - list a monthly chore - to find that a client who died 5 years ago has suddenly popped up again on the list. Why???

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By petersaxton
22nd Oct 2014 14:59

Ask HMRC

They will say he submitted another 64-8!

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By rigsby
22nd Oct 2014 15:03

HMRC

I have had this before with HMRC, used to be more prevalent before electronic registration becoming more popular.

It is probably quicker just to reapply online for authorisation, not ideal but that is probably what HMRC will make you do in the end.

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By petersaxton
22nd Oct 2014 15:13

Quicker but no progress

HMRC want to have a simple system and dont want to worry about getting it wrong.

I want to find out how it is going wrong and what can be done to stop it.

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By cbp99
22nd Oct 2014 16:29

Data Protection

If HMRC have given access to the taxpayers' records to another agent, without the taxpayers' authorisations, there would seem to be clear breach of data protection legislation, so the taxpayers may wish to involve the Information Commissioner.

Of course it may be that there is no other agent and HMRC have simply "lost" your authorisation. I agree it is odd and should be thoroughly investigated.

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Replying to johnjenkins:
By petersaxton
22nd Oct 2014 17:04

My view

cbp99 wrote:

If HMRC have given access to the taxpayers' records to another agent, without the taxpayers' authorisations, there would seem to be clear breach of data protection legislation, so the taxpayers may wish to involve the Information Commissioner.

Of course it may be that there is no other agent and HMRC have simply "lost" your authorisation. I agree it is odd and should be thoroughly investigated.

Very good point about data protection.

The HMRC staff seemed to say that there was another agent.

I would have thought that it is possible to have a system with a clear audit trail and access to data at HMRC so these issues could be resolved in minutes rather than months.

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RLI
By lionofludesch
22nd Oct 2014 17:15

Just go with it

Agree with rigsby - don't bother arguing the toss, just submit another 64-8.

It's a lot quicker than arguing about whether they've had one before.

I had this with my mum a few years ago - only been acting for her for forty years, like - and one day, I rang HMRC about a letter they'd sent me. "Oh, we can't speak to you.  We've no agent authority for you."

"OK - put me through to your complaints dept then - I want to complain about you sending me letters about my mum's confidential affairs when you've no authority form in place."

Silence ...........

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By petersaxton
22nd Oct 2014 17:32

HMRC will continue messing up with impunity

I like cbp99's point that they've given access to my clients' data to somebody without authority.

HMRC will continue their incompetence if we let them. 

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