Member Since: 27th Jan 2011
Director Stroud Accontancy and Taxation Services ltd
25th May 2016
The HMRC service level is appalling. If they were a private business they would be bankrupt. The level of double standards when it comes to communication is wrong. I have had enquiry letters to clients where by the date on the letter is 3 weeks prior to receipt with then a matter of a days given to reply, and yet if we write to appeal a penalty they take several months to respond and up to 8 weeks to even open the mail.
The phone service for agents isn't too bad, its Joe public that get the short straw, and for the lines where there is no agent number, eg PAYE the waits are horrendous. I have even been on hold for 20 mins and then HMRC just cut you off dead.
Much reform is needed, there should be some sort of equality in the speed of information provided by them and the expectations from the taxpayer.