An admonishment from (an anonymous) HMRC ...

and a happy New Year from the Harra show and his unhappy minions.

Didn't find your answer?

Not content with fundamentally closing the SA helpline and ADL from 11 Dec to 31 Jan to assist with "prioritising our available resource" (the singular suggesting that they only have the one resource!), HMRC are now:

"asking agents for their support at what is understandably a busy time of year and ask them to not use multiple contact channels when trying to contact us; for example, please do not call us and use our webchat at the same time for the same query as this is creating additional and needless demand for our services."

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Wow, the insight is incredible ... almost on a par with the previous 'we wouldn't have a problem with answering calls if people stopped phoning us!'

People (whether agents or taxpayers) don't in general choose to phone HMRC as one of several options.  They do so because the other options don't exist or (frequently) exist-but-are-broken ... and the need for an answer or a resolution is desperate.  Not everybody has an infinite amount of vacant time into which they can shoehorn trying to achieve communication with HMRC (and a 'missed opportunity' may mean that any next attempt will miss a deadline operated by HMRC)!

Dylan said "you don't need a weather man to know which way the wind blows" - and none of us needs to be a psychologist to predict the stress (and ultimately desperation) suffered by those being continuously rebuffed by HMRC; or that this desperation will lead to actions like 'trying anything' (such as using multiple channels).

.

Can anyone think  of a better descriptor than 'fool' for a body that believes they've hit on an effective or equitable solution when announcing: "all ADL progress chasing queries for SA repayments will be redirected to our digital 'Where’s my reply' tool from‌‌‌‌ Friday‌‌‌ ‌‌22‌‌‌ ‌‌December 2023 ... similarly, from 22‌‌‌ ‌‌December 2023 our advisers on the ADL will not take progress chasing calls or webchats for SA repayments and will refer agents to the online tools available"?

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Note (for HMRC): 'everything digital' doesn't mean offering a SA Digital Assistant service (whether or not it is effective) only "from 8am‌‌‌ ‌‌to‌‌‌ ‌‌8pm ‌‌Monday‌‌‌ ‌‌to‌‌‌ ‌‌Friday"!

 

Replies (4)

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By Open all hours
21st Dec 2023 12:41

If HMRC had been capable of dealing with matters promptly at the less busy time there would be need to chase them at a more busy time.
We replied to them in more or less these same terms.

Thanks (2)
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By Open all hours
21st Dec 2023 12:41

If HMRC had been capable of dealing with matters promptly at the less busy time there would be need to chase them at a more busy time.
We replied to them in more or less these same terms.

Thanks (0)
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By SXGuy
21st Dec 2023 16:50

Don't forget it also started with, Dear Customer. Like we're able to shop elsewhere.

Thanks (4)
Replying to SXGuy:
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By FactChecker
21st Dec 2023 17:14

We really are a bunch of ingrates aren't we ... when Harra is trying his best to bring a little Christmas joy to our hearts by dressing up as Santa. It's not his fault that his competences can't even perform this simple task ...

Whilst the 'real' Santa throws open his doors, opens the sacks of gifts for everyone and roars "Ho, ho, ho" ...
Harra closes all the doors, whilst locking away the sacks (of repayments) and whimpering "Oh, oh, oh"!

What happened to British compassion for someone out of their depth/drowning?

Thanks (5)