HMRC Is Shite

HMRC Is Shite
Dedicated to the taxpayers of Britain, and the employees of Her Majesty's Revenue and Customs (HMRC), who have to endure the monumental shambles that is HMRC.

Friday, 5 July 2013

Muddled Records

My thanks, and commiserations, to a loyal reader who alerted me to the fact that he is trying to pay HMRC a little over £1K that HMRC claim is owed to them by his firm.

Unfortunately HMRC's telephone payment line people can't help, because there is no record on their system that any money is owed; and yet letters are still being sent demanding payment.

Any suggestions anyone?

Tax does have to be taxing.

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  1. This should prove once and for all that HMRC systems are shite! They are incapable of cross referring, which in 2013 is beyond belief and don't forget that RTI is laying across the systems that don't work - so, what next Pacesetters, time for a Kaizen Blitz?

  2. HMRC & IT, bit like oil & water really. Do people actually believe the statistics spewed out from in there?
    Upon these statistics some of the great decisions of state are formulated, perhaps the Treasury should actually open the box and see what is inside as opposed to what it says on the box.
    Delusional megalomaniacs are charge of a ruined taxation system.

  3. Thus, I am become Shiva, destroyer of worlds...

  4. I'd love to see a copy of the letter- what tax is owning?

    I know that HMRC can be difficult to penetrate sometimes but I am also concerned at some people that appear incapable at reading a letter. I don't mean some of the gobbledegook that is sometimes churned out- the penalty nonsense that some wally in policy has imagined makes sense. I mean simple letters with simple info in.

    Without seeing the letter t is difficult to make a comment either way- and anyone else doing so is basically either a band wagon jumper or has examples to share with the group too.... bring your crayons :-)

  5. You don't need to see any letter chum, just accept that the "customer" is tring to pay his dues but the system does not seem capable of helping.
    HMRC says you owe £X, "customer" accepts and tries to pay, HMRC can't match feck all with its "customer service" computers, usual feck up.
    So, who is incapable of reading what, no band wagons, its already been shared.

  6. Shared where, chum? I do have a penchant for seeing evidence. Those not doing so are following a path signposted 'Band Wagonland'.

    I know HMRC's ability to create a system is inept- the wasted money on Caseflow is legendary, as the NAO noted- but the HMRC letters I've seen tend to be more explanatory than is described.

    Hell, I might just be educated.... if the letter exists.

  7. Dear "chums", have a look at the OP again;

    No need for people to see or contend anything - HMRC is demanding payment (by letters) for an amount of money, whatever the make-up of the amount the taxpayer or customer is seemingly happy enough to pay but is having difficulty in doing so.
    Why? Well it looks to this Clapham omnibus passenger as though the system demanding payment is unable to interface with another part of the system purportedly there to provide an enhanced customer engagement i.e. the contact centre or debt management unit or whatever they are deemed these days.
    The fact that it is 2013 and a taxpayer has these problems while trying to pay an amount due sums up HMRC's continuing poor service despite any claims to the contrary by management using statistics churned out from within this IT black hole.
    Educated or not, seen or not, evidence is evidence or so they say.
    Keyboard warriors sometimes miss the obvious.
    Oh yes, and the sooner those bloody meerkats sod off back to Africa the better, they are as bad as the bulldog or the idiot with the weird hairstyle and moustache.

  8. There's more Chum on here than the sea in a shark fishing competition!
    Or has someone been to Cruft's recently?
    Get a life you lot!

  9. Surely this is very simple.
    If HMRC contact centre cannot trace any requirement for payment based on the reference number quoted on the letter demanding payment then the contact centre can send out another letter saying no payment is outstanding.
    One cancels the other, yes?

  10. Applying this logic then HMRC are illegally demanding money from a "customer" when nothing is due.
    This issue is basic and relates to HMRC systems never operating in real time, and that was before RTI!
    It has been known for years that the systemss are so far behind the reality of the situation that information available bears no resemblance to fact. The mountains of data held under the umbrella of HMRC are made with poor or non-existent links, hence the situation so clearly outlined at the start of this particular post.

  11. Readers, and Ken, may wish to ponder this question:-

    On the basis of the following, do you consider that the members of ExCom earn their remuneration?

    "...It specifies that they will meet formally within the Executive Committee and the Board to discharge top-level accountability.

    4. Following the strategic direction provided by the Board, ExCom oversees the whole breadth of HMRC's work and is responsible for driving forward continuous improvement and change agendas. It initiates and supervises at a high level the practical steps required to deliver the Department’s Vision.

    5. The Committee’s responsibilities include:
    • ensuring effective and efficient delivery of the Department’s business
    • shaping Departmental behaviours, policies, processes and structures to achieve our objectives
    • leading and promoting change to secure improved performance – including successful delivery of the portfolio of major programmes and projects
    • reviewing overall business planning and performance and its contribution to the delivery of Departmental objectives and targets
    • oversight of the development and management of line of business and function strategies
    • ownership and management of key strategic risks
    • managing external relations with stakeholders and promoting the Department’s good reputation
    •providing oversight of HMRC’s governance arrangements to ensure they remain robust and appropriate."

    Above quoted directly from