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.

Tuesday, 1 November 2016

NAO To Investigate HMRC/Concentrix Contract

HMRC’s contract with Concentrix

The NAO intends to carry out a factual investigation looking at the performance of Synnex-Concentrix UK Ltd (a business services provider) in supporting HMRC’s anti-fraud and error interventions. HMRC contracted with Concentrix in 2014 to provide it with additional capacity. HMRC announced that their three year contract with Concentrix would not be extended once it expires in May 2017. In this investigation we will review the performance of Concentrix and how HMRC has managed the contract, including HMRC’s decision not to extend the contract.

If you would like to provide evidence for our investigation please email the study team on, putting the study title in the subject line. The team will consider the evidence you provide; however, please note that due to the volume of information we receive we may not respond to you directly. If you need to raise a concern please use our contact form.

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  1. It would be encouraging if the NAO were to carry out a robust and objective investigation, but as cynical as it sounds, in view of the evidence from HMRC to the PAC last week on this, it would be shocking if the report concludes anything other than the blame being with Concentrix.

    To be totally frank, its a waste of time investigating any of the HMRC issues in isolation, there's always an excuse for each one. Only when the NAO, Parliament and others have investigated the range of issues going over a number of years, might a full picture be seen which enables necessary accountability and change to the culture of the organisation - lets call it a wake and smell the coffee moment.

    And, at the end of the day, do these reports, which surely rely on the full and honest co-operation of HMRC, do anything other scratch the surface? When law breaking by a Senior HMRC Official is disclosed in court proceedings, and yet nothing is done about such criminality, what really is the point of these NAO investigations?

    1. In essence its all a waste of time as it can not stop the rot without major reform of HMRC?

  2. While the victims of the tax credit debacle deal with consequences, it is notable HMRC's 380 strong taskforce targeting tax dodging amongst 'the rich' has achieved just one prosecution since 2012 - well done! Margaret Hodge has said HMRC are wimps when it comes to taking on the rich and powerful. Really?

  3. About time too. From what we can gather HMRC over forecast the amount of potential fraudsters among tax credit claimants (social discrimination?) thus setting a high target,it would seem they were then too naïve to realise that generous incentives for reaching the targets set would,in the context of insufficient training and monitoring of the contract,lead to the type of 'mistakes' which have caused law abiding members of the public to be picked upon and financially disadvantaged.