HMRC

[Pedro25]

Which expert decided that the HMRC helpline would be closed over the period leading up to the 31st Jan? Admittedly they were never that much help but it seems a completely idiotic thing to do for a body that is supposed to steer the public through tax returns.

[wheelerc]

Are you sure? I can't see anything about it being closed here:

https://www.gov.uk/government/organisations/hm-rev...

In fact, seemingly the opposite:

"Until Wednesday 31 January 2024, the Self Assessment helpline can only discuss questions about:

paying your Self Assessment tax bill

getting a refund from your Self Assessment account

completing your Self Assessment tax return

The helpline will be able to deal with other Self Assessment queries from Thursday 1 February 2024."

[Pedro25]

They've removed the human beings answering the phones and made it all via chatbots I believe.

[DaveRed08]

That's because they have been slowly getting rid of their staff over the years - I used to work in payroll and we had an "agent's dedicated line" to call with issues, when I started it would be nearly always be answered in 5 minutes with the issue resolved a few minutes later. Fast forward a couple of years and you would be lucky to speak to someone within 30, and it was usually someone who had no clue how to help as all the experienced people had been made redundant!

[davebem]

I raised a complaint in February that I had been incorrectly charged interest and penalties totalling approx £850. The phone lines were closed down around this time so I had used the online chat on a number of occasions for updates (if you type "speak to live agent' it normally gets you into a queue for a real person), although they kept promising someone will call back in 7 days but never do. Then in October I get a call out the blue saying they have agreed with my complaint, the penalty was refunded as a cheque, the interest was refunded on my self assessment account, they also sent a letter that I could have £25 compensation for being out of pocket but I have to raise another complaint with my bank account/sort code details (of which they are on the app for the previous refund credit i received) (this will probably take another 8 months). Another failed government department? You can see why these electricians and plumbers want cash only..

Edited by davebem on Thursday 21st December 16:46

[Jonathan27]

I posted a form to HMRC in September. They have a tool online that lets you know when to expect a reply. I looked on it today, and they plan to look at my form in June 2024. They are currently only opening post from Feb 2023 in the NI department!

Its shockingly inefficient. If this was a private company they would have no customers, but as you have no choice but to deal with HMRC, I guess why should they bother putting any effort in?

[sgrimshaw]

Been trying to get a refund since June ... useless cs

[MaxFromage]

Every month I think they can't get any worse and then they do.

[MustangGT]

MaxFromage said:

Every month I think they can't get any worse and then they do.

They have really messed up my wife's PAYE. Two years ago she suddenly gets demands for £135 or so, owed from 2 years prior. Full-time employment so all under PAYE. We query it but end up paying it as it is not worth arguing.

Since then done a return every year, paid any owing.

Two weeks ago get a statement letter saying she owes £1300 ish with no explanation, not received anything in past two years. We then noticed it is addressed to her in her maiden name, we have sent a copy of the 2009 marriage certificate at least twice now......

Today gets an update on 2021-22 saying £87 was owed for that year, despite the online return showing a refund due.

You just could not make it up!

[alfabeat]

Still waiting for my A1 replacement form, 2 months after application. No joy when calling them to chase "it's in the system and will be processed in due course". It's a terrible organisation. Need to bring back the local tax offices in my opinion, where you can go and talk to someone.