Wendy Bradley has written a thoughtful article examining the new HMRC support for customers who need extra help.
Please note the use of the word "customers" is HMRC's not hers!
In summary it appears that HMRC's systems are designed to put people off from interacting with HMRC staff, and if they eventually do then HMRC does its best to foist the question/problem onto third parties unconnected with HMRC.
The full article can be read here.
The final part of Wendy's article notes that HMRC had to send a letter of apology to a taxpayer for sending in bailiffs fro an amount already paid by standing order:
"these briefing letters were issued in error as a result of a breakdown in communication between the systems we use."Another success story!
Tax does have to be taxing.
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