HMRC Call Centre

HMRC Call Centre

Didn't find your answer?

Anybody who has been in general practice for more than a few weeks will be familair with many of the problems that can crop up when you ring the Agent dedicated lines (I am not going to list them in this post).

However in the past 3 months I would guess that 90% of my calls have resulted in me asking to speak to a supervisor or manager - typically they say nobody available take your details and promise a ring back (which never happens) or alternative put you on hold and then affter 10 minutes cut you off.

The last chap I spoke to was downright rude and agressive when I asked him to listen to what I was saying rather than following the script  - call was about a client tax code with no personal allowances ( I was told that this was beacuse his salary was £356K) after I had stopped laughing I pointed out that we had acted for client for more than 20 years and the client had never had a salary of more than £15k in any of those years - reply was well we hold information that he has income of £356k - I asked to speak to a manager.

I am still waiting for a ring back a week latter so if anybody knows Dominic in the Sunderland call centre can they give him a nudge please.

Replies (9)

Please login or register to join the discussion.

By K81
25th Oct 2018 13:42

We have noticed that the quality of call centre staff has deteriorated recently.
not sure what the answer is though other than a return to the day when you actually got to speak to the allocation officer!

Thanks (0)
avatar
By Matrix
25th Oct 2018 13:51

They have always adjusted tax codes for me. Why would they not adjust it?

Just call back and speak to someone else.

Thanks (0)
By ireallyshouldknowthisbut
25th Oct 2018 13:58

Not had any real problems.

is it your approach with the operator?
Telling them to not read the script is not really going to help, they are going to read it anyway.

if they don't just fix stuff when you ask, assume they only got there that morning (which might not be far off being correct) and speak slowly and clearly, and explain what they need to do in simple terms and they normally fix it.

If you get cross it wont help, its like getting cross with a child, just makes it worse.

Thanks (0)
avatar
By ohgoodgodno
25th Oct 2018 14:07

we find that that maybe 1 in 5 can do the job properly and deal with requests that are made, the others are clueless and as the OP has found rude and aggressive

if we ask to speak to a manager we are given with the standard response 'there are no managers available at the moment'....usually without even attempting to connect us to them, asking for a call back is pointless as it usually doesn't happen

we used to insist on speaking to a manager where we felt a complaint was necessary, but now we don't bother, its just too much hassle and a waste of time

I don't think its too much to expect that people working on the agent helpline to be able to answer basic questions and have a basic knowledge, but this doesn't seem to be the case anymore

Thanks (0)
avatar
By free-rider
25th Oct 2018 14:08

The issues you talk about are so familiar like I wrote this post myself. I find it necessary to ask to speak to a manager on almost every second call to Agent helpline as their staff are plain rude and more often than not do not understand tax or can answer a straightforward query.

Also, I assume that their managers are very busy as I rarely get a promised call back from them. Still I always put the complain in writing - the cost of a stamp is a little price to pay if this will result in HMRC training their staff to at least minimal standards.

Thanks (0)
Tornado
By Tornado
25th Oct 2018 14:23

I have asked for help numerous times and been told that an email will be sent to the appropriate department and they will contact me, but I never get a call back.

The latest farce is about an Exclusion 70 Paper Tax Return submitted in May but not yet processed. When I ask for an idea of when this will be processed I am given a date (several now) but noting happens. The blame is put onto another department, but when I ask to speak to someone in that department, I am told that I cannot, even when I specifically ask for a call back.

If we are honest here, the representatives of HMRC are liars and simply tell us anything to keep us quiet and unfortunately, I find that lying seems to be an integral part of HMRC procedures.

Thanks (0)
Lone Wolf
By Lone_Wolf
25th Oct 2018 14:35

The elusive call back appears to be nothing but a tactic to buy themselves more time. Multiple times I have been promised a call back and it has never come.

I nearly fell off my seat this morning when a call was put through to me - a "Chris" from HMRC. I thought I was finally getting one. Nope, it was Chris calling from a marketing firm on behalf of HMRC, wanting to do a survey with me. Damn!

I've decided to play the same game with the marketing firm. Too busy to take the call but if you call back at a later date I'll answer your questions. Lets see how many times they try before they get fed up with constant push backs.

Thanks (0)
avatar
By vinylnobbynobbs
25th Oct 2018 15:04

I have found most call centre staff helpful but it is apparent from their script that they really do not have any idea about tax and how tax works. When you tell them it is in connection with a tax code and they ask for the UTR and in one conversation yesterday, he asked me if I had a copy of the 2018/19 P60.

If only we could revise our own client's tax codes.

Thanks (0)
avatar
By bernard michael
25th Oct 2018 15:27

The good ones have been sent on a course to learn MTD excuses for when irate accountants chase them

Thanks (0)