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, 20 January 2021

HMRC's Hopeless Helpline


Rebecca Cave is none too impressed with HMRC's help facilities for agents.

Tax agents are finding the HMRC agent helpline is not answering their questions and the HMRC twitter account doesn’t understand basic points.

She notes that if you do get through to one of the HMRC helplines, record what was said and by whom. 

This evidence could be vital should the issue ever get as far as the tax tribunal, so record and preserve the question and the answer in a form you can access in years to come. 

Tax does have to be taxing.

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  1. Easy answer to this.... it's twofold...the losing of many years of experience and the woefully inadequate "training" for those left behind.
    A rotten organisation which I will be escaping from soon...thank God.

    1. After 39 years it's time to say enough is enough it's experienced staff are leaving in droves replaced by un trained staff quantity obsessed management getting it right does not matter it's all about the numbers . Customer Service is secondary now such a shame - Adios

  2. PCS has been in a series of negotiations with HMRC since the summer of 2020, aimed at addressing some of the concerns raised by members regarding departmental pay and the way we work.
    It's pay reform offer day as civil war breaks out between the staff on the old contracts and those on the newer contracts.
    Individual emails will be sent to everyone tomorrow to tell them how brilliant this offer is.
    Senior management are having Q&A dial-ins over the next week.
    Let me hazard a guess.....higher wages in return for losing some terms and conditions.....smoke and mirrors....will be ok for all new contractors....they joined on these terms...they have nothing to lose.
    And because this is collective bargaining....only union members can vote on it
    Funny how new staff are being encouraged to join the union....on staff forums we have those who want to join to vote then leave straight away after the vote.
    Do they not realise what the word "union" stands for?
    Selfish bastards.
    And strange that the Government hasn't used the 50% union turnout to consider the vote legitimate.
    Sleight of hand again?
    Settle in for the fun..... popcorn at the ready.

    It's all soooo exciting....I won't be holding my breath.


    1. Perhaps if they opened up the vote to all staff instead of trusting it to a union. If it affects us all, then give us all a voice. I'm sick of the selfish union cop out answer. I'll join on a direct debit to vote then cancell it immediately after, wtf should I pay for something I should have been canvassed on in the first place.

    2. Do you really think there would be any kind of deal if there was no Union involvement?

  3. Poor helpline performance... Could it be that HMRC decided to rollout its new call handling system in the build up to one of it's busiest times of year? Amidst a global pandemic! Using its staff and callers as Beta testers!!

  4. Pay "reform" ballot result out very soon's gonna be a YES vote....lots of "one month only" union members who will cancel their membership immediately.
    It's the way of the world...look after number one first......the word "union"?..I remember talking to one of my union reps....he said "watch everyone back you 100% but when it comes to the crux....they will all disappear into the ether"....sad but true.


    There ya go