Lesley Strathie (CEO of HMRC) on last night's Watchdog:
"HMRC wants to deliver a first class tax service. We are acutely aware that we sometimes fall short of our ambition. The numbers of people we deal with every year, sometimes on extremely complex issues, are simply enormous. We handle around 1.2 million telephone calls a week and receive some 74 million letters a year. It only takes a small number of our transactions to go wrong for a lot of people to be affected. That's why I am determined to make the services we provide as good as they can possibly be. I accept that we still have a long way to go and I apologise to those who have had problems.
The vast majority of people who do business with HMRC do not experience problems. They are taxed correctly and have their correspondence dealt with in a reasonable time. I know, however, that this is of little consolation to all those who have not received the effective and efficient service we aim to provide.
We will continue to focus our resources onto those areas where we must improve. I am grateful to those customers who have taken the time and trouble to tell us about their experiences. I will ensure that HMRC learns from this feedback to deliver the best possible service to all our customers within the resources available to us."
Will all you "customers" please stop moaning, everything's fine!
Chill out people!;)
Video here: Watchdog
Tax does have to be taxing.
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