I've just had HMRC on the phone asking about one of our clients who owes them a fair amount in self-assessment tax. They wanted to know when he was going to pay, and then told me I needed to phone the client to get an update on the position and call them back.
Really? Why do they think I may be able to get him to pay when they have been unsuccessful? And why do I want to spend (unbillable) time carrying out this activity on their behalf?
It's the first time I've come across this - is this normal?? What does anyone else do?
Replies (10)
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Just let the client
Happens occasionally. I would just let the client know that they had been in touch. The client will normally know they are behind anyway.
Personally I wouldn't bother ringing HMRC back.
exactly
Happens occasionally. I would just let the client know that they had been in touch. The client will normally know they are behind anyway.
Personally I wouldn't bother ringing HMRC back.
I agree. This is exactly my approach.
HMRC may be ringing you the agent because they don't have the client's phone number. Of course, you shouldn't disclose this without the client's permission.
It's a comfort
I tend to have a bigger problem with HMRC hassling my clients without me knowing about it, so I would rather know. If the time spent was material I would be inclined to think it was billable. That's not to say I would certainly bill, it rather depends on the circumstances.
Another vote for Wanderer
Very occasionally I will get a phone call. I just tell HMRC that I will let the client know that I have had a call. Then it's just a quick email to the client.
Ringing them back
If they end up ringing you back & complain that you didn't call them back, just tell them that you tried, sat in a queue for ages and then got cut off!
Of course I don't answer the phone to HMRC either so it won't happen to me :)
Short shift
This has been going on for quite a while. It starts with " we have been trying to call your client but nobody picks up .....", My reply is "why do you believe I would be more successful than you and, in any event when did you appoint me your unpaid Credit Controller?". An indignant grunt follows and the line goes dead.
Also
Have you observed that they dispense with the 64-8 requirement ? Many is the time I have been refused to speak to HMRC because I had not lodged a 64-8 even though I have online authorisation. But the reverse doesn't apply . Next time they call I shall tell them that I cannot speak with them as there is no 64-8 on place !
I often find that the conversation goes along lines:-
HMRC: This is HMRC do you still act for Mr X.
Wanderer: Yes
HMRC: Okay, before I talk with you I will need to ask some security questions.
Wanderer: Okay, but I won't be giving out any personal information regarding my client.
HMRC: But this is HMRC!
Wanderer: It may or may not be however I never give out client information to an unsolicited caller.
HMRC: Well you will have to call 0845 123456 & quote this reference. This is an important matter.
Wanderer: No I won't, I'm not going to sit in a queue for 45 minutes, if it's that important you can write to me, fax me or email me.
HMRC: This HAS to be done on the telephone.
Wanderer: Well this conversation is over then, goodbye.
Similar.....
I do very similar to Wanderer, but hide behind the Data Protection Act, saying that I can't answer any security questions until I have verified who they are!
This might make you smile...
Before Xmas had HMRC on phone asking for clients phone number. Client comes from abroad works in the UK and doesnt understand the tax system (who does!) so when I say he must pay he pays. He's on a visa so he knows he has to keep his nose clean.
I said no - I wont give out his number - I'm not having my client phoned in the middle of the day on his mobile by HMRC - it would give him a heart attack (I told HMRC this)
Me: how much does he owe and I'll get on to him.
HMRC: £2.53p
Its interest as the payment slipped over a couple of days.
I told him to get lost.