How useless are HMRC

Considering that they know I retired three years ago I still have to tell them when they start chasing me for business returns. The last person I spoke with mentioned the computer issue and I got a nice letter of apology. SOMETIMES IT IS LIKE SPEAKING TO A BRICK WALL THAT IS DEAF

No wonder the countries knackered when most govt departments seem to chase their own arses most of the time

[flymo]

as it happens I spent 30 mins on the phone with HMRC the other day getting assistance with PAYE for my fathers business. The guy on the phone could not have been more helpful.

I guess its the individual that you end up with rather than the department as a whole. +1 on making a complaint about that person.

[Bri w]

Originally Posted by flymo

as it happens I spent 30 mins on the phone with HMRC the other day getting assistance with PAYE for my fathers business. The guy on the phone could not have been more helpful.

I guess its the individual that you end up with rather than the department as a whole. +1 on making a complaint about that person.

+1.

Coz my Dad had worked abroad and had pesions from a few countries they were always hassling him, e.g. 3 tax codes in 1 week, and blaming the exchange rate for it. My Dad did his own returns and continually proved the "professionals" wrong.

When Dad got too ill to deal with them I took over. After detailling 6 yrs worth of hassles to one of their senior guys I gave him a choice of resolve it, or talk to the newspapers - "Tax man hassles 77 yr old into an early grave." And to be fair, he was a really nice guy, he sorted it - pity about the numpties further down the food chain.

[timwilky]

Last time I talked to them was regarding an incorrect coding for the wife.

On hold for about 30 mins and when I finally got through, what a helpful lady, promised the coding would be changed and about 2 weeks later correct coding notice came through.

Sometimes it is the systems that cause the grief not the people.

[flymo]

I would hate to work on a help desk at HMRC. To be fair, my father didnt have a clue what he needed to do and it took me some time to read all the notes and figure it out. These guys must get all sorts phoning up.

If you do have a real problem:
http://www.hmrc.gov.uk/complaints-ap...o-complain.htm
If the person who has c*cked up, been unreasonable, is incompetent etc cannot/will not fix the issue, write in, and make sure you head your letter 'COMPLAINT'. Be as full as you can in your description of the issue - your details, the people you have spoken to, what happened, what needs to be fixed. Try not to use rude words even if they are the best description of the person that caused the problem. If you have wasted money on travel etc because HMRC made a mistake, be precise on what expense has been incurred and be prepapred to back it up. Complaints must be acknowledged and dealt within tight time frames. You may/may not get some compensation if the problem/expense was caused by them. Hopefully, however, you will get the issue resolved.
If it is not right in the first place, make sure someone gets things sorted for you - don't get fobbed off. Unfortunately all big organisations have people who seem to just make things more difficult for everyone. However, I do like to believe that there are more helpful people than idiots. But I could be wrong...

Well, I went back for my 2nd appointment today, and saw someone totally different, who could not have been nicer and more helpful. Total contrast.

I did also find out, that particular office is being closed and the employees re-located to various different offices.

Wonder if the first person still has a job.

[maviczap]

Originally Posted by flymo

as it happens I spent 30 mins on the phone with HMRC the other day getting assistance with PAYE for my fathers business. The guy on the phone could not have been more helpful.

I guess its the individual that you end up with rather than the department as a whole. +1 on making a complaint about that person.

Yes, depends who you get at the end of the phone. Most of them will be working from a script or PC based help tool. Very few will have any experience of the tax system, and turnover of staff is high due to the carp job.

There's no real training anymore, its all e-learning these days.

Its the same in NHS direct, all script based help

All the parties want to reduce the size of all departments, so get used to this and worse, as everything will be centralised. If they could do it, they'ed put the call centres in India