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.

Friday, 22 July 2022

Less Than 50% of Tax Specialists Are Satisfied With HMRC


It seems that less than 50% of all tax specialists had a “positive overall customer experience” when dealing with HMRC last year (a fall of 20% from the previous year).

That at least is the conclusion of HMRC's  "customer" survey published in its annual report this week.

The FT reports that 48% of agents reported a positive overall experience in 2021 when dealing with HMRC, down from 61% the previous year.

The poor showing is partly down to the post Covid backlog.

The Charter Stakeholder Group, which comprises representatives of leading tax and accountancy bodies, noted that there are “several deep-rooted issues” and that while the pandemic has had an impact, “HMRC’s service levels in many areas have been unsatisfactory for several years.” 

David Feldman ex HMRC and now tax adviser saud:

 “Overcoming HMRC inertia remains the most difficult area for me and it’s difficult to explain that to clients

Technical responses from HMRC are more often than not very poor, showing lack of experience and training.” 

HMRC said: 

“We’ve made solid progress towards offering our customers a better service, reducing work that had built up during the pandemic and clearing a backlog of around 1.5mn items of post. 

The challenging economic outlook means we expect to see continuing pressure on our services for some time — but we’re focused on recovering our customer services, compliance yield and debt balance.”

So that's alright then!

Tax does have to be taxing.

Tax Investigation Insurance

Market leading tax fee protection insurance for businesses, sole traders and individuals. Protect yourself from accountancy fees in the event of an HMRC enquiry.

Having a Solar Protect Tax Investigation Insurance policy at your disposal means that should you be one of the many 1000's of businesses or individuals that are selected by HMRC each year to look into your tax affairs your own accountant (your tax return agent) can get on and defend you robustly.

You have the peace of mind knowing that your accountant's (your tax return agent) fees will be paid by the insurance without any Excess for you to find.

Tax Investigation Insurance is an insurance policy that will fully reimburse your accountant's (your tax return agent) fees up to £100,000 if you are subject to enquiry by or dispute with HMRC.

A Solar Protect policy will enable your accountant (your tax return agent) to:

  • Deal with any correspondence from HMRC
  • Attend any meeting with HMRC
  • Appeal to the First-tier Tribunal or Upper Tribunal
  • Having the security of knowing that fees will be met in full will enable your Accountant (your tax return agent) to defend your position robustly

Please click here for details.

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


  1. Of course the technical responses are poor! Anyone with a modicum of experience and knowledge has long gone!

  2. HMRC sacked and/or paid off their most skilled and experienced staff from 2010 onwards.

    If you understand that the people running HMRC aren't terribly bright, it all makes perfect sense: they optimise waste and consistently weaken 'customer' service - all while turning a blind eye to issues such as poor performance, misconduct and staff bullying each other.

    And how long will they keep using Covid as an excuse? HMRC were in utter chaos long before the lab leak!