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Well done HMRC

Strange but true they do have a heart

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The wife of a deceased acquaintance,who died in Sept 2019  received a £100 penalty notice for non filing of the 2019-20 SAR. The deceased's affairs/paperwork were in a total mess and the wife couldn't sort out the SAR information When I spoke to the agent's hot line they obviously couldn't reveal any details as I wasn't the appointed agent. However he looked and said that he would send the wife a letter detailing all the information HMRC had available so I could prepare a return and that a refund was due. The conversation was Friday and the letter arrived the following Tuesday. 

It restores my faith in HMRC as not being all bad but having compassion when needed

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By Duggimon
24th Mar 2021 09:53

I said this in another thread at greater length but I do think most of the problems with HMRC are an inability to help rather than an unwillingness. If you manage to talk to someone in a position to help they are generally very good, the problem is the ridiculous systems put in place by people who don't use them that prevent most of the people you speak to from being able to do anything.

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By Paul Crowley
24th Mar 2021 11:31

A couple of times I have received unexpected statements as agent for Fred Decd. Sent out probably the day HMRC advised of death
Despite not ever before getting statements for the person.
Agreed there are good people at HMRC, working occasionally against the system

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By Roland195
24th Mar 2021 11:40

If only they had a brain (not sure what courage from HMRC would look like - going after Amazon maybe) then we'd be getting somewhere.

If all the information that was required on the return was what they held at their end in the first place why couldn't they just sort it out then?

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Replying to Roland195:
By SteveHa
24th Mar 2021 13:24

Not really justified. I spent 20 years working at HMRC, I know Paul is also ex-HMRC as are one or two others here.

Back in our days, we had the knowledge and, more relevantly, the authority to do things. These days, call centre staff are denied the ability to do almost anything. That's not their fault, it's the fault of HMRC senior management.

If you get someone who has been around for a while on the other end of the phone, they are the ones that knows what needs doing, and even if they can't do it themselves, they know who to speak to to get it done. Newer call handlers don;t have that knowledge.

I'm as vocal as anyone about HMRC deficiencies, but let's lay the blame squarely where it belongs, at the top of the tree.

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Replying to SteveHa:
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By Roland195
24th Mar 2021 15:00

I did actually mean HMRC as a whole rather than the individuals working within it

Whenever I have encountered one of the pleasant, competent professionals you mention, who are there if hidden away, I'm tempted to provide feedback about how helpful they were but don't in case that gets them a disciplinary as they must clearly be doing something wrong.

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By Roland195
24th Mar 2021 11:41

Duplicate

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