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, 14 October 2014

HMRC's Communications Problems

Bloomsbury has published its latest "HMRC customer satisfaction survey" and it is ironic that, despite Stephen Hardwick's (HMRC's Communication's Director) very vocal communication with the Telegraph the other day, taxpayers have expressed increasing frustrations with regard to trying to communicate with HMRC.

As per The Economic Voice, Bloomsbury notes on the plus side that the annual satisfaction survey showed an improvement in taxpayers’ perception of HMRC’s trustworthiness, honesty and integrity, as well as in its effectiveness in protecting personal and business information; ie 65% of accountants and 79% of SMEs surveyed regarded HMRC as trustworthy, up from just 61% and 74% in the previous year. The proportion of people saying that they feel HMRC acts with honesty and integrity has also increased (74% of accountants now believed HMRC acts honestly, up from 68% in 2012/13, while trust from taxpayers remained consistently high at 73% over the last two years).

However, there was a decrease in the perception that HMRC is better at collecting tax than repaying it. This year, only 41% of taxpayers and 36% of SMEs believed this to be the case, down from 59% and 41% respectively in 2010/11.

Additionally, the survey found that accountants, SMEs and individual taxpayers are growing increasingly dissatisfied with the ‘ease of getting in touch with HMRC’.

Only 70% of SMEs think HMRC was easy to contact, down from 80% in 2009/09, similarly, just 63% of individual taxpayers thought HMRC to be easily contactable, down from 75% in 2008/09.

The survey also found that fewer individual taxpayers, accountants and SMEs consider HMRC to be communicating effectively, and keeping them adequately informed of the progress of their query. A record low proportion of accountants, just 51%, felt that HMRC keep them informed, falling from 63% in 2008/09. Just 74% of SMEs feel HMRC keeps them adequately up-to-date, down from 82% in 2008/09.

Over to you Stephen!

Tax does have to be taxing.

Professional Cover Against the Threat of Costly TAX and VAT Investigations

Insurance to protect you against the cost of enquiry or dispute with HMRC is available from several sources including Solar Tax Investigation Insurance.

Ken Frost has negotiated a 10% discount on any polices that may suit your needs.

However, neither Ken Frost nor HMRCISSHITE either endorses or recommends their services.

What is Solar Tax Investigation Insurance?

Solar Tax Investigation Insurance is a tax-fee protection service that will pay up to £75,000 towards your accountant's fees in the event of an HM Revenue & Customs full enquiry or dispute.

To find out more, please use this link Solar Tax Investigation Insurance

HMRC Is Shite (, also available via the domain, is brought to you by "The Living Brand"


  1. It's 2014, HMRC has spent billions on IT and phone technology and yet the end user, customer, taxpayer or public increasingly feel that contact is problematic.
    Yet my water supplier has been able to contact via email and recorded phone message to notify me of a supply issue I did not know about and estimate when it will be rectified.

  2. Lean = Toyota = another massive recall (worst case scenario, brake failure or fire!).

    HMRC = Lean = millions of unhappy "customers"

    Spotted the connection?

    Yes, whiteboards. LOL!