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Ali M-W
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3558 Posts

Posted - 09/02/2008 :  08:37:33  Show Profile Send Ali M-W a Private Message
It's a shame TK. wasn't able to come, as I did find her - as a Customer Support Manager - more helpful than any of the other TCO officials I have dealt with to date.

I will have to go seek out another.

Ideas, anyone?

Morpheus: The Matrix is everywhere. It is…the world that has been pulled over your eyes to blind you from the truth.
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Ali M-W
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3558 Posts

Posted - 11/02/2008 :  07:33:11  Show Profile Send Ali M-W a Private Message
I'd really like an HMRC official at our meeting, if only to find out if they are, in fact, capaple of saying anything other than, 'It is important that claimants advise us promptly of changes in their circumstances to avoid overpayments' - as though we never tell them anything and they never lose or omit to do anything!

Surely these officials aren't all single-response androids?

Morpheus: The Matrix is everywhere. It is…the world that has been pulled over your eyes to blind you from the truth.
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Ali M-W
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3558 Posts

Posted - 16/03/2008 :  00:10:36  Show Profile Send Ali M-W a Private Message
Just recently, another HMRC official from the Tax Credits Policy section has started to correspond. Must be trying to meet some kind of official targets for customer service, perhaps? Not that HMRC usually have any discernable or enforceable customer standards...

Lisa has very helpfully responded on our behalves regarding the Maternity Leave Trap and their not terribly thorough response.

Anything else you feel like telling them?

Morpheus: Welcome to the real world.


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Alan the Geordie
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3032 Posts

Posted - 16/03/2008 :  01:52:53  Show Profile Send Alan the Geordie a Private Message
>>Anything else you feel like telling them?<<

Aye, but it's unprintable here!

Apathy rules OK - so why do I bother?
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Ali M-W
Mod



3558 Posts

Posted - 02/05/2008 :  07:41:38  Show Profile Send Ali M-W a Private Message
Here are some questions we have been asking HMRC and await answers on, having submitted examples for relevant points:

1. In June 07 TCC raised with HMRC issues around threats of court action being sent to claimants who were in the middle of disputing recovery, HMRC promised to look into this and the evidence provided by TCC as they stated their policy was that court action was only threatened if claimants stopped communicating with HMRC – has this been looked into and what were the outcomes? Why wasn’t TCC informed of the outcomes?

2. How much does it cost HMRC to progress an overpayment from the issue of the first notice through to the Ombudsman including staff time?

3. Why does HMRC not use TCC for consultation?

4. As HMRC did not record all phone calls or save all recordings they now accept that lack of a recording does not mean a phone call did not take place, why is this same logic not applied to letters that HMRC are unable to find?

Meanwhile, the TCC meets with cross-party MPs and the Press at Portcullis House on Monday 9th June at 3pm, where you are welcome to join us, and/or help out with planning and with your own horror stories (first names alone now fine). Thanks!


Morpheus: … as long as there is a single breath in his body he'll never give up… and neither can we.
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