HMRC complaints jump 107% in a year

Taxpayer complaints about HMRC increased by 107% over the past year, new figures reveal.

One of the reasons for the “unprecedented” increase appears to be a surge in complaints about Pay As You Earn (PAYE).

Errors in tax codes meant that millions of taxpayers paid the wrong amount of tax between 2008 and 2010.

The surge in complaints left the government department with a bill of almost...

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Comments
BKD's picture

A different experience    1 thanks

BKD | | Permalink

D Weston wrote:

Try filing a complaint. You are invariably met with an aggressive accusatory response which revolves around the assumption that HMRC are never wrong and all taxpayers / agents are idiots.

 

Utter rubbish

I have just received a 3-page letter of full apology from HMRC in respect of their woeful handling of a client's VAT registration application, together with an offer to settle all documented additonal costs.

Time for change's picture

and the Adjudicator's Office is

Time for change | | Permalink

so under resourced that it takes at least 12 months to receive a full outcome!

And, this in the 21st Century!

You could; incubate and fully train a pigeon, quicker!

HMRC complaints

mikefleming3028 | | Permalink

If most of the increase in complaints were in regard to PAYE matters then I wonder what %increase we will see in the year to July 2014 with RTI to factor into the equation? with the closure of "tax payer “enquiry centers and local offices common sense would seem to indicate that an increase would be expected. HMRC senior management are incapable of learning from previous mistakes, if you cut staff and office numbers then customer service levels are bound to fall. Their answer is of course to place more reliance on computer data handling and getting the customer to do more of the work. This is very much akin to expecting a sheep not only to shear itself but to also clean, card and spin the wool into yarn. Of course the cynic in me looks at what the reported cost has been to HMRC in "compensation" ie £1.2 million in comparison with the savings in staff costs and you could be forgiven to reaching the conclusion that this is regarded as an acceptable cost given that HMRC collect in the region of £460 Billion per year. if HMRC have “demonstrated a sound willingness to learn from complaints, which senior managers are now tasked with translating into action.” then all I can say expect more of the same as it is obviously a cost effective way of doing their business.

BKD's picture

Please ...    2 thanks

BKD | | Permalink

D Weston wrote:

BKD wrote:

Utter rubbish

I have just received a 3-page letter of full apology from HMRC in respect of their woeful handling of a client's VAT registration application, together with an offer to settle all documented additonal costs.

 

One Swallow does not make a summer.

I had in mind rather more important complaints than a mere clerical cock-up. Try dealing with a real complaint such as misfeasance in a public office, or libel by a tax inspector, and see what kind of attitude you encounter.  

... do not belittle the severity of client complaints. I can reassure you that the issue in this case was much, much, more than a "mere clerical cock-up". Of course experiences such as mine may be the exception rather than the rule, but the point is that one does not invariably encounter the attitude that you describe. Well, perhaps you do - you do appear to uniquely have a 100% negative experience as far as HMRC are concerned, which is unfortunate. But then perhaps if your attitude toward HMRC can be judged by your comments on this site, their reaction is only too understandable.

HMRC complaints    1 thanks

Oppco | | Permalink

My experience of HMRC (thirty years in practice) is that they rarely admit responsibility and fight to avoid having to compensate a client suffering increased accountancy costs as a consequence their error

itp3asso's picture

cone back "later"

itp3asso | | Permalink

or ..... hows about arranging to have yourself cryogenically frozen for 25 years .

on your re animation the reply will be waiting for you .... possibly .

ditto

Trevor Scott | | Permalink

Oppco wrote:

My experience of HMRC (thirty years in practice) is that they rarely admit responsibility and fight to avoid having to compensate a client suffering increased accountancy costs as a consequence their error

My experience matches that of yourself and Mr Weston. I find that the better your argument the more inclined you are to receive threats and intimidation. I find that the harshest critics of HMRC are their own staff, including quite high grade Officers of whom many are ashamed of what they have to do; and many have left.