Need to have a rant!!!!!

Tozer

dori2o wrote: »

It makes no difference what or how much tax you pay, that is not the point I was getting at. And for your information, we are not here to serve you, we are paid to ensure that the crown receives the correct amount of tax. But thats by the by.

The point I was making was that people who contact us can be very rude, some just don't want to take responsibility for anything, and some are just obnoxious beings.

The fact that you may have hasd a bad experience in the past with an advisor does not mean that we are all the same. there will always be one or two who don't fully understant certain aspects of tax, but it's not really surprising considering the complexities of the subject. And it is true that if the person does not know the answer, they should doi their best to find the answer, or pass the call to someone who does.

To say that the lack of knowledge and incompetence within the staff is without exeption, tells me that you are simply arrogant. There is another option, instead of contacting the tax office for free advice, speak to an accountant and pay their fees.

I disagree. You are civil servants. You are there to perform duties to the state. If you cannot do that, then give up. You are not there to simply collect tax. You are there to collect tax in an efficient and courteous manner having regard to the law.

I'm not arrogant, but I can speak from experience. And that experience is everytime I have had misfortune to call the 'Revenue', I have been exceptionally underwhelmed by a) competence; or b) courtesy.

I have to say that I posted a perfectly civil comment about my experience. You have replied calling me "arrogant". Very easily rattled in my view.

System

Tozer wrote: »

I disagree. You are civil servants. You are there to perform duties to the state. If you cannot do that, then give up. You are not there to simply collect tax. You are there to collect tax in an efficient and courteous manner having regard to the law.

The OP didn't say they couldn't do the job they were just ranting about a bad day in work. It seems to be a standard response nowadays to tell people when they have a moan that they are obviously not suited for the job and should leave. Well I'm sorry but having to put up with downright rudeness should not be a part of anyone's day at work whether that person works for HMRC, Marks & Spencer or any other customer focussed business/organisation. It's not difficult to be polite and thoughtful and that goes for both the caller and the customer advisor.

As for their comment about you being arrogant well I think that might be a little strong but tell me this, what point were you making when you stated that "I pay tens of £ks in tax each year on self assessment"? What has the level of your tax bill got to do with your experience of dealing with HMRC? Do you expect better treatment because you are better off? Are you one of those people who delight in telling civil servants that you pay their wages? Well you don't pay all their wages because some of the tax they pay goes towards their wages too.

To the OP I hope you have a better day tomorrow and I agree that it's lovely when a call (or in my case an appointment) goes well and you get a thank you at the end of it. There's an enormous feeling of satisfaction and achievement when that happens.

Andy_L

Pam17 wrote: »

Well you don't pay all their wages because some of the tax they pay goes towards their wages too.

Yes, but that's just a paper shuffle to make setting & comparing salary levels easy. It doesn't bring in any new money.

epsilondraconis

I think we should give the OP a bit of a break. They came on here to have a bit of a rant because they have had another bad day at work. They are then have the official secrets act thrust at them, told they're probably not cut out for call centre / customer service work anyway and told that because they are a civil servant, they are there to serve us.

I have to admit to being very annoyed at the tax office in the last 12 months for mistakes they have made; however these things happen. Perhaps some of them aren't doing their jobs properly, sometimes they are just short of staff and have targets they have to meet and therefore these mistakes creep in. Sometimes you just have to get on with life.

I feel I'm more than justified in having a moan at the tax office because of the mistakes that have happened; however the OP is equally justified in having a moan / rant about the people that phone them up shouting the odds / eating food whilst they talk etc.

Good on you OP for having your rant.

jorichste

I totally agree with op about manners and being polite. I am self employed and claim ftc and wrc so have called the helpline on several occasions. If my children shout while I am on the phone I apologise to the advisor, if I have to speak urgently to someone else in the room while on the phone I excuse myself, make my reply and then apologise. If I hav ebeen on hold for along time and happen to have a mouthfulof toast when the adviser answers, again I explain that I've been on hold a while and apologise. All basic manners that I would extend to anyone I am having a conversation with, on the telephone or in person.
I have always had a pleasant chat and managed to get any problems sorted out. Maybe I have always been lucky but all of the advisers I have spoken to have been knowledgable, helpful and friendly.Thanks op if you were ever one of them!

Sarahsaver

Many people have no other option than to phone when their 'screaming kids' are about and i hope you don't really condone slapping them.
Apart from that I do sympathise with you.
People should not blame YOU for the tax system or the level of taxation.
i have been inside a tax office 'behind doors' and in call centres and they are like human battery farms in some instances.
in the tax office I saw one chump who had taken all their 'paperwork' in a plastic csrrier bag and expected the tax office bloke to calculate it all up for them.

Tozer

I totally agree that there is no need to be rude or aggressive - hence my surprise at the OP calling me "arrogant" having never met me or spoken to me!

My point is that in all of my experience in dealing with HMRC, I have been left feeling distinctly unimpressed. That is a generalisation but it is one I have to make in my experience.

Tarasam

I do hope the OP is having a better time but as i also work in CC i know he probably isnt. A good day is now a very rare occasion due to the restrictions being put onto us, we're not permitted to use our knowledge and have to stick to ridiculously strict targets. Common sense also is no longer allowed.

But just to add, as soon as anyone utters the words, my taxes pay your wages, all our backs go up, as HMRC staff members we do also pay tax and this comment is extremley patronising to us.

So when you ring, and we know you've waited ages to get through - we're actually taking calls and thats why you cant get through, please please just show some civility - its not hard, it comes naturally to the majority of us. If the advisor you speak to is unhelpful or not civil just ask to speak to their team leader and register your complaint.

We do see the other side too, most of us are low paid so claim tax credits and need to call the helpline, so we really do appreciate the frustration.

Tozer

kellyshay wrote: »

I do hope the OP is having a better time but as i also work in CC i know he probably isnt. A good day is now a very rare occasion due to the restrictions being put onto us, we're not permitted to use our knowledge and have to stick to ridiculously strict targets. Common sense also is no longer allowed.

But just to add, as soon as anyone utters the words, my taxes pay your wages, all our backs go up, as HMRC staff members we do also pay tax and this comment is extremley patronising to us.

So when you ring, and we know you've waited ages to get through - we're actually taking calls and thats why you cant get through, please please just show some civility - its not hard, it comes naturally to the majority of us. If the advisor you speak to is unhelpful or not civil just ask to speak to their team leader and register your complaint.

We do see the other side too, most of us are low paid so claim tax credits and need to call the helpline, so we really do appreciate the frustration.

I don't think it is the "my taxes pay your wages" point that is particularly relevant. I see it more as I am in the customer role when calling and I expect to be treated with the courtesy and decency whcih I afford my clients.

bigbloke45

I think the OP should look at recommendations 15, 16 & 17 of the Poynter Review: http://www.hm-treasury.gov.uk/indepe...view_index.cfm

R15 HMRC should engage its staff by communicating the direction of travel detailed in this report. This communication needs to recognise how far removed from today’s reality this will seem and be alive to staff perception that HMRC’s priorities constantly change and that this may therefore be initially viewed with a degree of scepticism.

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R16 HMRC should commence the alignment of HR, Communications, Learning and change activities to ensure that information security policies and processes are embedded into day-to-day working life and behaviours.

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R17 HMRC should ensure that staff, at all levels, understand their responsibilities and accountabilities for information security and apply information security policies and principles in their day-to-day roles.


Perhaps Poynter ought to try speaking in English instead of "Buzz Phrase Speak". How can ordinary Civil Servants know what to do when they have to read such gibberish!

I have spoken to the HMRC many times and have always found them to be friendly and helpful. But then, I've never done any of the things the OP has outlined. What a bunch of stupid people out there!

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