ESC A19 rejections drive up PAYE complaints
The great PAYE code backlog of 2008-10 continues to cause trouble, with complaints to the Adjudicator about HMRC payment claims more than doubling in 2011-12.
Overall, the number of complaints about HMRC rose 32%, but the department’s intransigence in blocking requests for underpayments to be written off under Extra Statutory Concession A19 contributed to a 114% increase in PAYE complaints in the latter half of the year.
“We expected an increase in complaints following the introduction of the new PAYE computer system due to the high level of customer interest,” wrote Judy Clements, in the forward to her Adjudicator’s annual report. But her staff struggled to cope with the sheer volume of complaints that arose.