HMRC cutting off calls

HMRC cutting off calls

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So I can't call the ADL because my query is not about penalties. I therefore called the 'normal' line only to get through to an automated message saying they're too busy to take the call, apologoising they couldn't help, and cutting me off! Has anybody else had this? 

Replies (36)

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By Rammstein1
11th Apr 2023 11:45

You can call the ADL until 17th April.

Thanks (2)
VAT
By Jason Croke
11th Apr 2023 11:47

Deleted (answer already given).

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RLI
By lionofludesch
11th Apr 2023 12:24

That'll count as a call successfully dealt with by the efficient HMRC stafff.

Thanks (1)
Replying to lionofludesch:
Tornado
By Tornado
11th Apr 2023 13:20

lionofludesch wrote:

That'll count as a call successfully dealt with by the efficient HMRC stafff.

You cannot really argue with that. From the HMRC point of view, it could have not been dealt with more efficiently.

Thanks (3)
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By jonharris999
11th Apr 2023 13:52

We've written and posted three letters already this morning about matters we would previously have called about. They're shooting themselves in the foot.

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Replying to jonharris999:
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By paulwakefield1
11th Apr 2023 13:56

Hardly. If you had rung, they would have had to do something about it in the roughly here and now. By writing, they can leave it for a year or so.

Thanks (5)
Replying to paulwakefield1:
Tornado
By Tornado
11th Apr 2023 14:31

I am with jonharris999 on this one.

I do not have the time to faff around for hours trying to speak to someone who may or may not be able to help. In fact I have not phoned HMRC about any matters for months now, but instead I take a few minutes to write a letter about the query and then if HMRC take their time to reply, any consequences of their delay is entirely their fault if a dispute arises.

The bottom line is that HMRC are obliged to reply to all letters in a timely and accurate manner, and they have no valid excuse not to. In the meantime, I can get on with work that is more productive.

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Replying to Tornado:
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By Winnie Wiggleroom
11th Apr 2023 14:48

I don't blame you for that stance but the problem is what do you do when HMRC ignore the letter, take months to reply, or when your client says they are now charging an extra penalty because they have had no reply to the first.....

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Replying to Tornado:
RLI
By lionofludesch
11th Apr 2023 14:59

Tornado wrote:

The bottom line is that HMRC are obliged to reply to all letters in a timely and accurate manner, and they have no valid excuse not to. In the meantime, I can get on with work that is more productive.

Are they ? Do they know that ?

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Replying to lionofludesch:
Tornado
By Tornado
11th Apr 2023 15:05

Just Google - The HMRC Charter

Thanks (0)
Replying to Tornado:
By Democratus
11th Apr 2023 15:27

Can't
Handle
Agent's
Reasonable
Taxation
Enquiries in
Real time.

Is that the Charter?

Thanks (12)
Replying to Democratus:
Morph
By kevinringer
14th Apr 2023 11:39

Democratus wrote:

Can't
Handle
Agent's
Reasonable
Taxation
Enquiries in
Real time.

Is that the Charter?


Chuckle
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Replying to Tornado:
RLI
By lionofludesch
11th Apr 2023 15:32

Tornado wrote:

Just Google - The HMRC Charter

Takes both sides to act within it. One side doesn't.

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Replying to lionofludesch:
Tornado
By Tornado
12th Apr 2023 10:14

lionofludesch wrote:

Tornado wrote:

Just Google - The HMRC Charter

Takes both sides to act within it. One side doesn't.

Indeed, and one side is effectively breaking the law.

I sent off two more letters to HMRC today regarding long term problems that they have failed to fix. Quick, easy and problem clearly explained. The balls are now definitely in their park.

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Jennifer Adams
By Jennifer Adams
12th Apr 2023 17:57

The best thing about sending letters (esp by track and trace or whatever they call recorded delivery nowadays) is that there is written proof.

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Replying to Jennifer Adams:
RLI
By lionofludesch
12th Apr 2023 18:07

Jennifer Adams wrote:

The best thing about sending letters (esp by track and trace or whatever they call recorded delivery nowadays) is that there is written proof.

Is there ?

We've already been told that Royal Mail don't get a signature for each letter. There are too many.

So you're left with your own copy and a receipt from your local post office for what could be an empty envelope.

Thanks (1)
Replying to lionofludesch:
Tornado
By Tornado
12th Apr 2023 20:01

So the bottom line is that we cannot trust anyone these days.

Thanks (1)
Replying to Tornado:
DougScott
By Dougscott
12th Apr 2023 20:32

1984

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Replying to Tornado:
RLI
By lionofludesch
12th Apr 2023 21:18

Tornado wrote:

So the bottom line is that we cannot trust anyone these days.

Of course you can.

At your peril.

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Replying to Jennifer Adams:
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By ruth.julian
15th Apr 2023 12:37

The advantage of track and trace over the old recorded delivery system is that you have elctronic proof the letter has been delivered. Previously, recorded delivery letters were not signed for when received by HMRC.

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Replying to ruth.julian:
Morph
By kevinringer
15th Apr 2023 12:55

It is crazy that whilst most of the human race has been using electronic communication since the end of the last century, we're having to discuss tracking of paper communication with HMRC because HMRC is still stuck in previous century.

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Tornado
By Tornado
13th Apr 2023 17:42

I forget to mention, of course, that in addition to posted letters, emails are a perfectly acceptable way to communicate the these days so that would be easier for everyone ............... Oh heck, I have forgotten one small problem, HMRC don't do emails.

Thanks (3)
Replying to Tornado:
RLI
By lionofludesch
13th Apr 2023 18:06

They'll cheerfully email you with - for example - your Annual Tax Summary*

It's only emails from you that they don't do.

*I'd have been jolly interested in how much taxpayer's money was spent on unlawful Downing Street leaving parties but, sadly, the summary didn't drill down that far. I may make a Freedom of Information request.....

Thanks (2)
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By Ammie
14th Apr 2023 10:19

Normal, par for the course.

Very frustrating.

Thanks (1)
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By daz.coad
14th Apr 2023 10:49

We have had three calls cut off while actually speaking to someone at HMRC, it seemed if they didn't know what to do (based on the tutting and sighing their end) they just cut you off. You then have to call back, wait ½ an hour and explain the same problem to someone else. One time we called back and had the recorded message about being too busy and then cut off. All of these were VAT.

Thanks (1)
Replying to daz.coad:
Tornado
By Tornado
14th Apr 2023 11:14

I am surprised that you have the time to spend on trying to deal with this lousy, and possibly illegal service -

"The HMRC Charter is a legal requirement under the Finance Act 2009. The legislation states that the Charter ‘must include standards of behaviour and values to which HM Revenue and Customs will aspire when dealing with people in the exercise of their functions’."

Why waste your time ...... write a letter and forget it until you get a reply. My interpretation is that the law is on your side if HMRC do not live up to expected (and legislated) standards.

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By marie@rrb
14th Apr 2023 11:40

Yes- incredibly frustrating, we wrote a letter instead.

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By Di
14th Apr 2023 11:44

Does anybody know if our professional bodies are lobbying for reinstatement of the agent dedicated line for all queries? HMRC wont listen to us but maybe our professional bodies have more clout?

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Replying to Di:
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By Hugo Fair
14th Apr 2023 13:07

It's lovely to find someone who hasn't had the last vestiges of innate optimism battered out of them by experience ... but I think you'll find that those within the PBs with sufficient clout to sign such messages eat from the same trough as used by those making policy within HMRC!

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Replying to Di:
Morph
By kevinringer
14th Apr 2023 14:00

I know the PBs are lobbying on this, and numerous other issues, but it appears HMRC aren't listening to anyone.

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By Barry E
14th Apr 2023 16:50

Unfortunately we could all die of old age before HMRC get back to being efficient. How many 'advisors' have told us that they get no guidance, let alone management? I actually had a constructive conversation yesterday with an advisor and couldn't believe my luck. I also managed to get through to that advisor within 14 minutes, excluding the recorded messages telling me that online queries are dealt with more efficiently. Yeah, Right.....

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Morph
By kevinringer
15th Apr 2023 09:38

I got through to the ADL yesterday about a client for which HMRC had issued a penalty because HMRC had been sending the correspondence to the client c/o the Welsh Contact Centre in Porthmadog, a building that was demolished some years ago and a Premier Inn now stands on the site. This isn't the first client I've got for whom HMRC have made this exact mistake. I was lucky as the ADL was answered by an experienced officer who knew his way around HMRC's IT and managed to figure out what was going on. But from Monday I'll have to phone the general helpline. This particular matter was the result of a HMRC mistake. Surely HMRC need to be told asap about mistakes HMRC make. So why does HMRC think that refusing to accept calls such as these on the ADL will help HMRC fix HMRC mistakes?

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Replying to kevinringer:
RLI
By lionofludesch
15th Apr 2023 09:56

kevinringer wrote:

I got through to the ADL yesterday about a client for which HMRC had issued a penalty because HMRC had been sending the correspondence to the client c/o the Welsh Contact Centre in Porthmadog, a building that was demolished some years ago and a Premier Inn now stands on the site.

Oh yes. Opposite the station.

Thanks (1)
Replying to kevinringer:
Tornado
By Tornado
15th Apr 2023 16:30

Write to HMRC and tell them that under The HMRC Charter, you expect a full response from them within 30 days or an acknowledge of receipt of your letter and a date by which they will be able to reply in full.

They simply cannot ignore your letter whatever they may think.

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Replying to Tornado:
Morph
By kevinringer
15th Apr 2023 16:44

https://www.gov.uk/government/publications/hmrc-charter/the-hmrc-charter...

"HMRC undertakes to identify and keep under review how the Charter standards apply in all aspects of its work.  HMRC welcomes any feedback about your interactions with them and how they have performed against the Charter. You can email [email protected]."

Maybe we should flood them with feedback.

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Replying to Tornado:
RLI
By lionofludesch
15th Apr 2023 16:51

Tornado wrote:

Write to HMRC and tell them that under The HMRC Charter, you expect a full response from them within 30 days or an acknowledge of receipt of your letter and a date by which they will be able to reply in full.

They simply cannot ignore your letter whatever they may think.

Of course they can.

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