Practice Editor AccountingWEB
Share this content

9am Lowdown: HMRC responds to NAO report

26th May 2016
Practice Editor AccountingWEB
Share this content
AccountingWEB
AccountingWEB

In this morning's lowdown, HMRC hits back at the NAO's criticism of its customer service, and France launches fraud probe against Google. 

* * *

HMRC responds to NAO report

HMRC has responded to the NAO’s damning report, claiming it has made ‘significant improvements’ and now provides its ‘best service in years’.

Addressing the NAO’s criticism, HMRC’s director general for customer services Ruth Owen admitted that HMRC had provided unsatisfactory service in early 2015, but emphasised how it has since ‘fully recovered’. HMRC highlights the hiring of 3,000 additional advisers, a new telephone system, and a new online service as examples of customer service improvements.

Owen added: “Over the past six months we’ve consistently answered calls in an average of six minutes, and have launched new online tax accounts and webchat for everyone, enabling customers to manage their tax affairs wherever and whenever they want.

“There’s never been a better or more convenient service for our customers.”

* * *

French investigators raid Google’s Paris HQ

Google’s Paris headquarters was raided on Tuesday morning, as French investigators continue their enquiry into the software company’s tax affairs.   

According to the Guardian, Prosecutors want to establish whether Google has a “permanent establishment” in France.

In a statement, the state financial prosecutor (PNF) said: “These searches form part of a preliminary enquiry opened on 16 June 2015 relating to acts of aggravated financial fraud and organised laundering of aggravated financial fraud, following a complaint from the French tax authorities.”

* * *

Accountex video of the day

In today’s Accountex video of the day, Sage VP Jennifer Warawa talks to AccountingWEB's John Stokdyk about predictive analytics, blockchain and new Sage products on the market.

Replies (7)

Please login or register to join the discussion.

Portia profile image
By Portia Nina Levin
26th May 2016 11:49

Do you have Ruth Owen's email address Richard? Or better still, a phone number?

Thanks (0)
Tornado
By Tornado
26th May 2016 13:25

‘best service levels in years’

This simply is not true. They are definitely in a little delusional world of their own.

Thanks (1)
avatar
By vinylnobbynobbs
26th May 2016 13:35

And please, stop calling long suffering taxpayers, customers!
Just look at the jobs on offer at
https://www.civilservicejobs.service.gov.uk/csr/index.cgi?SID=dXNlcnNlYX...

and you get a whole 5 weeks training!

Thanks (0)
Replying to vinylnobbynobbs:
Chris M
By mr. mischief
26th May 2016 20:04

I was boycotting this site until 1 June due to the daft changes, but for this I will break my boycott.

In 1993 I scored the Revenue as it then was called an 8 out of 10 tax service. For comparison, I score the Revenue Service of Ireland 8 out of 10 at present.

In the 2009 or 2010 survey I scored HMRC 2 or 3 out of 10. In the 2015 survey I scored it 1.5 out of 10.

In 2015 the interviewer asked me "Why are you going so low?" I gave her 5 specific examples - all from the preceding FOUR WEEKS - why I thought it was rubbish, and explained that the 4 weeks in question were typical of HMRC in the year as a whole.

She said "Fair enough", posted up the 1.5 and wrapped up the call.

Try spinning that HMRC!

Thanks (0)
avatar
By Cloudcounter
26th May 2016 21:23

Seems proud that they are answering calls in six minutes.
Says it all, doesn't it?

Thanks (0)
Replying to Cloudcounter:
Tornado
By Tornado
27th May 2016 09:18

Cloudcounter wrote:

Seems proud that they are answering calls in six minutes.
Says it all, doesn't it?

Excellent indeed when compared to 60 days to answer a letter ... if you are lucky.

Thanks (0)
Replying to Cloudcounter:
avatar
By vinylnobbynobbs
27th May 2016 09:26

Cloudcounter wrote:

Seems proud that they are answering calls in six minutes.
Says it all, doesn't it?


But they are not answering calls within 6 minutes. You are connected within 6 minutes and then I suggest that you could wait an age to actually speak to a person. And whilst you are waiting you are clocking up call charges.
Thanks (0)