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Ali M-W

3558 Posts

Posted - 24/07/2009 :  17:14:21  Show Profile Send Ali M-W a Private Message
Seems, from this blog entry from Ken Frost and the comments, that customer service at HMRC continues to get worse...

"Is This a Record?"

Can anyone beat this 13 month delay in receiving a response from HMRC?

"Ken - many weeks for a reply is very optimistic!

I sent in a refund claim for my wife when she left her job and we got a reply 13 months later and an apology for the delay due to the amount of post! Dreadful service:(

Accountants Hampshire
Hampshire Accountants"

There's a special T shirt up for grabs if you can beat it.

And the comments:

Anonymous said...
Here at HMRC, expect that record to be trumped before long....
23 July 2009 19:28

Anonymous said...
One way to disrupt the call centre stats is to keep ringing the call centre number then hang up before they get a chance to answer your call. This goes down on the call centre stats as a "dropped" call which they don't like. Do it every time you find a spare few minutes throughout the day (remember to prefix your call with 141 to hide caller ID).
23 July 2009 23:29

Anonymous said...
Another way to gum up the works is to make a subject access request under the Data Protection Act asking for copies of all your personal tax records, computer and paper. Works great if your affairs are complex and/or you are a director or a higher-paid employee. The Revenue are obliged to provide you with the data within 40 days (and they waive the normal fee too).
23 July 2009 23:35

Anonymous said...
...and complain and appeal at every opportunity to every notice of coding, assessment, demand, etc. The Revenue are honour-bound to respond politely and tactfully within customer service level agreement time limits.
23 July 2009 23:41

Anonymous said...
OMG, i cant believe this, you do realise that HMRC seriously dont really give a monkeys. All you'll achieve is to seriously p*ss off the contact centre staff with your constant complaining and believe me the records will be noted of your complaining, you WILL NOT be treated any better by the advisors, yes you may receive items quicker and with a complimentary letter but do you really think that this makes people (and at the end of the day there all human) want to help you.
24 July 2009 16:43

Anonymous said...
yes, whilst it's a tempting idea to do everything possible to spike this horrible organisation, in reality the only people upset will be the ordinary saps at the coalface, not the generals in their ivory towers.
24 July 2009 17:02

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Morpheus: I'm trying to free your mind, Neo. But I can only show you the door. You're the one that has to walk through it.

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Mountain View


United Kingdom
51 Posts

Posted - 29/07/2009 :  22:23:49  Show Profile Send jess a Private Message
It is now 13 months and counting since they promised my MP in writing that they were working as a matter of urgency on putting right the technical problems with my 05/06 claim, which resulted in the first of my 5 OPs... nothing heard since...

Does that count for the T-shirt offer? I would wear it with pride!

All Human Beings are born free and equal in dignity and rights. They are endowed with reason and conscience and should act towards one another in a spirit of brotherhood.
No one shall be subjected to arbitrary interference with his privacy, family, home or correspondence, not to attacks upon his honor and reputation. Everyone has the right to protection of the law against such interference or attacks

Articles 1 and 12 Universal Declaration of Human Rights 1948.
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Ali M-W

3558 Posts

Posted - 30/07/2009 :  07:52:45  Show Profile Send Ali M-W a Private Message
Looks like competition for Ken Frost's "HMRC is sh1te" T shirt is going to be stiff. Meanwhile, this is how HMRC's Dave Hartnett rubbished our claims that HMRC drag their heels when expected to do something, and reiterated the 30 day promise for any amendments:

TCC "HMRC [is] operating a dual track process lightning speed for recovery and snails pace for amendments and answers." Hartnett: "I do not recognise your description that we act at 'lightning speed to recover an overpayment but at snails pace for amendment and answers'. I would refer you again to COP26 which confirms that we should accurately record what a customer tells us within 30 days of our getting all the relevant information. If we fail to achieve that deadline, any overpayment caused by our delay after that date will be remitted".

Okay, there's one to hold them to, folks!

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Here's Dave Hartnett's address, if these promises don't hold true for you:

Dave Hartnett
Permanent Secretary for Tax
100 Parliament Street

Please get writing, for your sakes and others. If we tolerate the treatment we are currently getting from HMRC/Brown, worse will be on its way soon, I can guarantee. We are not getting what we deserve - but if we don't kick up a fuss, when is it ever going to change?

Morpheus: I'm trying to free your mind, Neo. But I can only show you the door. You're the one that has to walk through it.
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