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.

Wednesday, 14 October 2015

HMRC Has Limited Appetite For Learning


I have clearly been asleep at the wheel, and missed that in mid September the Adjudicator's Office published its annual report on HMRC for year end 31 March 2015.

It does not make great reading for HMRC:
“limited appetite for reflection and learning from their interaction with customers....

...A failure to embed change may be costly”
The largest proportion of complaints received by the Adjudicator were about tax credits and HMRC’s refusal to write off overpayments. Other complaints included PAYE issues around Extra Statutory Concession A19.

No surprises there then!

Also of particular concern to the Adjudicator was the failure by HMRC staff to consider the circumstances of vulnerable taxpayers, especially where the department had the opportunity to exercise discretion.

Again, sadly this should be of no surprise to loyal readers!

The report contains a number of case studies, which HMRC would be advised to read.


Tax does have to be taxing.

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