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Dealing with HMRC non-response to complaint

Written to HMRC three times, no response - anyone got the director's office address?

Didn't find your answer?

I have a client (one of many) who have incurred losses and carried them back for relief against previously paid Corporation tax - only to find HMRC totally ignoring the claim and subsequent attempts to chase it.

The returns were suitably completed and an amended prior year return was filed on time (2018). The client is owed £700+.

I've written twice - the second time a formal complaint - and they've just ignored everything. 1st on 15th October 2020 and the second 10th December. The CT600s were filed Aug 2019 and Jan 2020 so we're talking over a year and they still haven't processed a thing. 

The client wants to close the company but at this rate will need to incur more fees to get the refund.

I used to have an address for the HMRC Director's office which in cases like this, yielded results and enabled me to invoice HMRC for the wasted time.

Does anyone have it? This is absurd. 

Replies (13)

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By GHarr497688
07th Jun 2021 12:05

The way I managed to get a response was writing to my local MP - this was completed by an online form. HMRC responded very quickly as apparently when the MP get's involved the Treasury are alerted. The only other way I manage to get a reply is by saying I will claim compensation to take HMRC to the smalls claims court for costs. I send all letters by recorded delivery also. I have to say that I can't believe I am even typing this up about a Government body.

Thanks (6)
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By mbee1
07th Jun 2021 13:01

Yes I've successfully used an MP a few time although it grieves me that I should have to do this. Even they're taking longer than usual though.

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Ivor Windybottom
By Ivor Windybottom
07th Jun 2021 14:45

Try your Agent Account Manager, perhaps before the MP?

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Replying to Ivor Windybottom:
ALISK
By atleastisoundknowledgable...
07th Jun 2021 22:50

Ivor Windybottom wrote:

Try your Agent Account Manager, perhaps before the MP?

And what’s one of those when they’re at home?
(Unintended pun - I didn’t have one either when they were at the office pre-Covid)

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Replying to atleastisoundknowledgable...:
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By Wanderer
08th Jun 2021 00:55

https://www.gov.uk/guidance/agent-account-managers-in-hmrc
Register first then use:-
https://www.tax.service.gov.uk/shortforms/form/AAMIssue
Sometimes works, sometimes doesn't.

Bizarre that you are meant to contact HMRC by telephone before using the AAM service. The irony!

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Replying to Wanderer:
ALISK
By atleastisoundknowledgable...
12th Jun 2021 21:50

Thanks- wish I’d know about this previously!

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By Southwestbeancounter
07th Jun 2021 15:32

The only way I have ever really got a response is to email Jim Harra direct as it then gets treated as a complaint and gets answered by someone in Whitehall pretty quickly as a rule!
Haven't got his email address to hand but its easy to find via Google if I remember correctly.
Good luck!

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Replying to Southwestbeancounter:
ALISK
By atleastisoundknowledgable...
07th Jun 2021 22:51
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Replying to atleastisoundknowledgable...:
By tonyaustin
11th Jun 2021 11:37

Maybe if all serious complaints of poor performance were emailed to Jim Harra, something would be done to improve the service!
You can also write to him at HM Revenue and Customs, 100 Parliament Street London SW1A 2BQ
Start at the top and work down rather than working from the bottom up.

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By Jack the Lad
11th Jun 2021 13:04

I am in the process of claiming compensation via HMRC Complaints. You can write directly to them at:
HMRC
Complaints
Newcastle
NE98 1ZZ

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Replying to Jack the Lad:
ALISK
By atleastisoundknowledgable...
12th Jun 2021 06:54

Does that ever work and if so what do you do, just send them an invoice? covering letter?

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Replying to atleastisoundknowledgable...:
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By Jack the Lad
12th Jun 2021 18:15

Write detailing the complaint and any compensation claim. They will (almost inevitably!) reply denying your claim. You then reply again, if you have anything to add to their denial. After their reply (again almost inevitably) denying your claim, you then apply to the Adjudicator, whose details HMRC will have provided in the first reply.

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By girlofwight
11th Jun 2021 13:23

If you think HMRC are bad, I see you and raise you with the Valuation Office Agency. Beyond awful in their "customer" service.

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