HMRC Agent Telephone "Helpline"

Knowledge of Operators

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I have just come off the telephone after speaking with an HMRC operative who initially told me that he did not think that he could give me details of the client's 2 019/20 tax code (it was not available to view on Online Services)  After going away, I think he had a coffee and went to the toilet, he came back and gave me the information. (THat d**ned music!)

Yesterday I had an HMRC operative telling me that if a bank or building society had already submitted details of interest paid to a taxpayer, then HMRC could not amend a tax code.  I had asked that a deduction for untaxed intererst be removed - FROM A 2019/20 TAX CODE!!!!

Where do they get these numptys from?  What training are they being given??

Replies (13)

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By Cloudcounter
13th Mar 2019 10:14

It's unfair to call them "numptys." They will be ordinary folk trying to do a job, but they will be restricted to what they see on the screen in front of them, and hampered by lack of training.

They are "customer" service people, not tax officers.

[Sure there will be some who get a bit arsey but that's true of any group, and we don't know what abuse they have to put up with for something beyond their control]

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Replying to Cloudcounter:
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By vinylnobbynobbs
13th Mar 2019 10:26

Yes calling them numptys is unfair but one does get frustrated. Especially when we were told that operatives on the agent line were more experienced.

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Replying to Cloudcounter:
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By legerman
13th Mar 2019 11:27

Cloudcounter wrote:

It's unfair to call them "numptys." They will be ordinary folk trying to do a job, but they will be restricted to what they see on the screen in front of them, and hampered by lack of training.

They are "customer" service people, not tax officers.

[Sure there will be some who get a bit arsey but that's true of any group, and we don't know what abuse they have to put up with for something beyond their control]

Only ever had one arsey person and it was connected with my own affairs, not a client. Guy sounded peed off from the start and was very dismissive of my problem. He got brought down a peg or two as he said something along the lines of "I don't really care" as insolence is one of the few things that really gets my goat.

If they are a customer service agent then they should know to clear the previous situation from their mind and not take it out on the next caller.

That said, I have also had some lovely cs agents answer my calls.

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By Mitch
13th Mar 2019 10:24

The whole system has gone mad!! HMRC won't change the interest in the 2019/20 tax code without you supplying them with estimated income for every bank account held!!! I pointed out that this was madness as one of my client uses fixed term bonds and doesn't know at this stage what interest rates she will get next year.

I raised this through the agent forum but didn't get a helpful response!!

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Replying to Mitch:
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By vinylnobbynobbs
13th Mar 2019 10:26

Tell HMRC that the client has spent it all

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By Crouchy
13th Mar 2019 10:27

Agree with Cloudcounter to a degree, its not necessarily the fault of the person on the end of the phone that they have been put in a position they are unable to deal with correctly

However, the standard has declined over the last 4-5 years, and agents no longer get to speak to someone who has the required knowledge or experience in the way that they should, and a good many of the staff at HMRC simply do nothing to help themselves or the situation

if you try and complain about anyone, its virtually impossible to speak to a manger to do so

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Replying to Crouchy:
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By legerman
13th Mar 2019 11:30

busacrun wrote:

if you try and complain about anyone, its virtually impossible to speak to a manger to do so

They've made their bed, let them lie in it....

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By ireallyshouldknowthisbut
13th Mar 2019 10:34

As I wrote over 15 years ago in a guide for tax payers

"if you think your advice you have been given is wrong, phone down, dial again, many of the phone operatives are poorly trained"

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Replying to ireallyshouldknowthisbut:
ALISK
By atleastisoundknowledgable...
13th Mar 2019 12:37

ireallyshouldknowthisbut wrote:

As I wrote over 15 years ago in a guide for tax payers

"if you think your advice you have been given is wrong, phone down, dial again, many of the phone operatives are poorly trained"

I think my first boss must have read your manual! This is what I’ve always done.

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Replying to ireallyshouldknowthisbut:
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By Open all hours
13th Mar 2019 15:48

Once did just that and got the same guy again. Had to pretend I’d misdialled.

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By vinylnobbynobbs
13th Mar 2019 11:11

I have just posted this to the HMRC "Working Together" Online forum (of which I have no faith) and will let you know their response

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Replying to vinylnobbynobbs:
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By vinylnobbynobbs
18th Mar 2019 16:02

Nothing from HMRC yet

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By vinylnobbynobbs
20th Mar 2019 14:58

HMRC have now responded and "looking into it"!

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