Ignored Complaint to HMRC

dori2o

chrismac1 wrote: »

dori2o, I believe I set the bar pretty low when I call HMRC. All I ask is that the person on the phone DOES something. This excludes:

1. Telling me I have called the wrong number.
2. Telling me I need to post in a P60 or other information already in the system.
3. Telling me "it can't be done".
4. Passing me on to Belinda Buckpasser of the Back of Beyond office, sorry I don't have her number. But the office is on 0845 ......

Some examples of where nothing was done:

1. I was asking for a post code to be added to an address in the database. No siree, way too hard, please write in with that request.
2. I was asking for information on capital allowances for a client. Nope, we'll post that off. I can see it on the screen, but I'll post it.
3. Someone claimed they had "taken personal responsbility" for a case of mine. This consisted of telling Belinda Buckpasser about it.

Yes the root cause of all of this is utter mismanagement from Gordon Brown down, if Osborne can sort this out it will be a miracle. But in my experience, when you call HMRC on an 0845 number for something you want actioned, it gets actioned less than 20% of the time. The other 80% the buck is passed.

This is not a purely personal view. The accountancy websites are full of this sort of thing, full of work-arounds (some of which actually work but I am not posting them here or they'd stop working, sorry folks!).

Again every one of your 3 examples relies on the person you are speaking to being allowed to do that under the proceedures we have to follow. It may be passing the buck, but it is not the peson on the end of the phone doing it, they are doing as they are told.

As for asking people to send in P60/P45 details, the only time this should now happen is if the P14 information is not present on the record or in the system. It remains the customers responsibility to supply this information on request if HMRC do not have it.

JSA details for example are not notified to HMRC until October/November following the end of the tax year. Again this is down to the management of HMRC/DWP not the poorly paid advisor on the other end of the phone.

Those of us who have been there a few years will do things that are outside our scope or accept information outside the 'business by telephone' guidance, and just accept the consequences for it if that particular call is selected for quality/coaching checks

1 such call I had last month was selected for coaching, I didn't follow the guidance and put the caller straight through to the payment line instead of giving them the number and asking them to call themselves, I failed that call because I didn't follow the correct process, but I saved the customer hanging up and redialling and listening to the greetings etc..

Other, mainly newer advisors, have been brainwashed into following the rules as per the letter for fear of being marked down on their coaching results or being put on performance review.

Me, I don't really care, I'll always try, as far as possible to do the best for the customer, but then I know how to stand my ground with management.

Do I think the system is right. NO. But as i have explained to you on countless different threads, what more can the staff do if the management refuse to listen.

As for phoning the 0845 number- as an accountant you wouldn't have any experience of that since you have access to the dedicated agents line which gives you priority in the queuing system over the likes of Joe Bloggs.

chrismac1

The agent so-called "hotline" (I will say it is lukewarm at the very best) does not operate for CIS, PAYE, corporation tax. So I am in with the 0845 crowd most of the time.

Tarasam

Some staff on the ADL do deal with PAYE - so long as you go through to the right CC (theres 2 of them can do it).

dorio2, I'm with you, i'll go the extra mile on my calls too, literally if I have the facility to do it, I will do it.... I got wrong last month for transferring a call too - how ridiculous.

But Chrismac there is a huge regime of fear in the CC's especially surrounding the beginning of the month - the bullying, scare tactics that go on are frightening and its rife amongst the newer staff, they're all terrified. Me personally I dont really care - I take the opinion that I'm there to do a job of work, collect taxes and provide a good standard of customer service and I make damn sure that I do that....

chrismac1

I agree with the points about staff intimidation. if I was Osborne I'd sack the whole senior management team, terminate all consultancy contracts with immediate effect, and start again with a blank canvas. After all, he can hardly make things any worse and at least he'd have taken a load of very expensive folk out of the mix.

bluep

To be honest, the best way for me to get something done is to call the closest inspector to the issue that I know and use their contacts to get to the right person but that isn't an option for 99.999999% of people dealing with HMRC. Plus I have to be careful who I call and how often!! Depends how good a contact they are and how important the issue is. The agents line is a bit of a joke, Agent CRMs were very useful but I think there were only 5 of them in the pilot and they covered specific regions, the new system that replaced it with 40 Agent Account Managers covering the whole of UK doesn't work as well and they vary in experience/specialism, plus its meant to be via the internet only which again isn't the same as picking up the phone to someone you know.

50Twuncle

This is now starting to go way off subject...

Incidentally - I have just received my new Tax Credit Certificate from NHS - Which I am no longer entitled to
The letter says "We have been notified by HMR&C that you meet the conditions for full help with health costs"

I informed WTC by phone, 2 months ago (and received written confirmation back) - that I was no longer working - but yet again - HMR&C fails !!!
I won't use the card - but how can a government department constantly make such balls-ups ?

Pennywise

chrismac1 wrote: »

The agent so-called "hotline" (I will say it is lukewarm at the very best) does not operate for CIS, PAYE, corporation tax. So I am in with the 0845 crowd most of the time.

There's no agent hotline for VAT either, or for the NIC offices at Longbenton, for both of these, we join the 0845 crowd too.

chrismac1

My 3 May complaint has been upheld, and my client paid in full. It's taken him 2 and a half years - and one year involving me - but we have a result!

Keep going if your case is strong!

50Twuncle

chrismac1 wrote: »

My 3 May complaint has been upheld, and my client paid in full. It's taken him 2 and a half years - and one year involving me - but we have a result!

Keep going if your case is strong!

Was any compensation paid and was there any explanation offered ?

chrismac1

Usual load of woffle re. explanation, at least there was an apology which is a rare bird indeed. Compensation for the extra time I've spent is accepted in principle, but I need to charge for it first and also receive it. If my client is willing I will do this but otherwise just write off and move on, life's too short.

No offer to my client.

Interesting quote "these records are only held for one year". Yet they expected my client to still have the records and to copy and post them. They can't be arssed but expect my client to.