HMRC has apologised and paid compensation to a businesswoman who overheard an adviser calling her a “fucking bitch”.
The woman had phoned a tax helpline in March to discuss a possible rebate and when put on hold, she heard the call-handler utter the insult.
When she originally complained she was offered £30 as a goodwill gesture. After demanding a recording of her conversation, she lodged her complaint with the HMRC’s chief executive. HMRC has apologised for the “unacceptable language and paid her tax rebate plus £750 compensation.
So much for HMRC's claim that taxpayers are "customers" (which implies some form of service is being provided)!
Tax does have to be taxing.
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Unsurprising but utterly appalling behaviour from HMRC:
ReplyDeletewas the member of staff sacked?
did the member of staff suffer any financial loss to cover the compensation, or did that fall to taxpayer as usual?
Nothing surprises me when it comes to HMRC anymore.
HMRC's vile behaviour includes sacking a member of staff, a cancer survivor who took time of sick with mental health issues due to being the victim of a sexual assualt, see link:
https://www.independent.co.uk/news/uk/home-news/sexual-assault-victim-fired-hmrc-sick-days-jason-okwara-rapist-a8168871.html
HMRC are a despicable, inhumane bunch and not fit for purpose.
Noteworthy to say the HMRC employee told management of the affect it was having on her, something which they later denied. Is there literally no limit to the disgusting lies management will tell to excuse themselves of liability for their actions? #corrrupt
Delete@ 13 August 2018: NO there is not.
DeleteI wonder if disciplinary action would have been taken were it not for the fact the taxpayer involved the media?
ReplyDeleteWhen HMRC's Mrs Connolly unlawfully disclosed my personal data, leaving me in fear after her boyfriend turned up at my family home, HMRC senior management and HR did nothing about her criminal actions or misconduct. Perhaps it because her lies were needed to cover up other aspects of management's failings which led to injury & loss.
It's fairly normal behaviour for HMRC, I would imagine. Its what we should expect from an ill-disciplined organisation...
ReplyDeleteHMRC have called me much worse
ReplyDeleteDon't want to minimize this clearly unprofessional incident
or the traumatic impact on the taxpayer.
Don't know whether the compensation is too excessive.
An apology and the sack would have been good enough
Just saying.
This would not have happened in the days of the Inland Revenue, prior to the merger.
ReplyDeleteSince then the culture has become completely rotten with bullies, liars, psychopaths, egotistical loud-mouthed incompetents, fast track chinless wonders, scoundrels and outright law-breakers run riot and prosper for it.
Meanwhile, a significant number of decent staff have moved on to bigger & better things hence HMRC is now an absolute basket case!!
Ah, the 'gentlemen of the Revenue'. They'd have been right onto it, the moment they had finished the Times crossword.
DeleteIt's amazing how they spout of being 'Unprofessional' when the workforce is smashed to well beyond breaking point, paid buttons and ruined, but just have to take it. The A Grade on the phone could have taken a countless calls covering up for chronic mismanagement already. Day in Day out. The image of a pin striped suit tax man are decades ago. It's a meat factory with useless propaganda spewing happy clappers to rule over them.
ReplyDeleteTaxpayers abuse HMRC call centre staff every couple of minutes and probably more often than that. All those self righteous people trying to be offended should remember that. Most of the call centre staff are very patient. You see some of the staff in tears after some calls. They receive no support from management. This taxpayer should not have heard the comment, an apology is warranted, but is it the end of the world? What had she said? Should the call handler have ended the call prior to this?
ReplyDeleteThe big issue here is the mismanagement of the dept by the dishonest and useless senior managers, who are well out of their depth, but will let the plebs take the blame, while themselves picking up the gongs and riding the gravy train.
ReplyDeleteNot in the media then?
ReplyDeleteYou have more chance of seeing a Camel in Antarctica than making that dung heap fit for purpose. The muppet squad are too busy promoting save the giraffe week and ensuring that giraffe issues are represented at board level. With a snout in the trough away day thrown in for good measure. Complete and Utter Shite.
ReplyDeleteYer' 'aving a giraffe mate! They wouldnae stick their necks out that far surely, and at ;'customers' expense as well?
DeletePray elucidate us all as to this bloody giraffe week.
Is it simply awareness, or is their some financial expectation?
Why not an awareness week for all the staff affected by their ineptitude and bullying, or those 'customers' so affected.
What a bunch of fecking snowflakes, why is this the endangered common porpoise not the subject of concern?
You can threaten and abuse contact centre staff because you are "customers" no comebacks. A bit of overheard banter and all hell breaks loose. Grow a pair. I don't condone the one off behaviour but let's not be hippocritical . The lady was well compensated and I expect received flowers �� also.
ReplyDeleteShe got compensation of £730. The Pay Rise for A Grade staff for three years is about that amount.
ReplyDeletePeople need to know that the roots of most incurable diseases are spiritual. Additionally, the roots of many of the actions that pulled the spiritual triggers appear quite innocent: oft-times as innocent as a 800. I will list the types of phone calls that are the roots that trigger many incurable diseases.
ReplyDelete