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Making an official complaint to HMRC
Lifeisbutadream
Posts: 13,102 Forumite
HMRC Tax credits have recently sent me what appears to be a standard letter saying that they think that my single claim should be a joint one.
(My husband moved out in June this year)
I rang to inform them that I will happily send them council tax letters from both myself and ex's houses.
The person on the helpline has been extremely rude and I would like to make an official complaint. What are my chances here? has anyone done this before?
The way she spoke to me could have terrified someone who wasnt very strong or confident.
Examples:
She answered the phone to me and when I said who it was she said 'ahh your the Director' (im a director a a company with my ex OH, which anyone could be !)
At one point she said 'we're onto you'
She said that she needed to see 6 months bank statements to 'see what I was spending money on, so that she could decide whether I should be allowed tax credits or not'
She told me that because I have not yet sorted the TV licence and household bills into my sole name, that I was obviously 'playing the system'
This woman is obviously not well trained, but how many people is she speaking to like this !
(This isnt about my tax credits TBH they can keep them if they are going to be so petty about it ! I dont get a huge amount, certainly a lot less than my business pays in VAT this is about the rudeness and attempted intimidation)
Thoughts?
(My husband moved out in June this year)
I rang to inform them that I will happily send them council tax letters from both myself and ex's houses.
The person on the helpline has been extremely rude and I would like to make an official complaint. What are my chances here? has anyone done this before?
The way she spoke to me could have terrified someone who wasnt very strong or confident.
Examples:
She answered the phone to me and when I said who it was she said 'ahh your the Director' (im a director a a company with my ex OH, which anyone could be !)
At one point she said 'we're onto you'
She said that she needed to see 6 months bank statements to 'see what I was spending money on, so that she could decide whether I should be allowed tax credits or not'
She told me that because I have not yet sorted the TV licence and household bills into my sole name, that I was obviously 'playing the system'
This woman is obviously not well trained, but how many people is she speaking to like this !
(This isnt about my tax credits TBH they can keep them if they are going to be so petty about it ! I dont get a huge amount, certainly a lot less than my business pays in VAT this is about the rudeness and attempted intimidation)
Thoughts?
0
Comments
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"What are your chances" of what? If HMRC has messed up you will receive a vague apology, nothing more.
Have they stopped your claim, are they investigating it? If the latter, send the information they need and that should resolve it.0 -
"What are your chances" of what? If HMRC has messed up you will receive a vague apology, nothing more.
Have they stopped your claim, are they investigating it? If the latter, send the information they need and that should resolve it.
Took the words out my mouth! I would ask too what you expect from a complaint?Saving money like a trouper...0 -
"What are your chances" of what? If HMRC has messed up you will receive a vague apology, nothing more.
Have they stopped your claim, are they investigating it? If the latter, send the information they need and that should resolve it.
Sorry I maybe wasnt being clear - I have done nothing wrong I dont need to know what the chances are about my claim, I meant if I make an official complaint about the way I was spoken to.0 -
dundeediva wrote: »Took the words out my mouth! I would ask too what you expect from a complaint?
An apology? for them to not be so rude to people?
I thought it was clear in my OP but perhaps not, I am quite a strong person and as I know that I have done nothing wrong I am not going to get upset about this, but what about someone who does get intimidated? do you think its OK for someone to have so little training (or empathy) that they think its OK to say to someone 'we're onto you' or 'ahh the Director (which I do not see what hasgot to do with anything at all!)0 -
Lifeisbutadream wrote: »An apology? for them to not be so rude to people?
I thought it was clear in my OP but perhaps not, I am quite a strong person and as I know that I have done nothing wrong I am not going to get upset about this, but what about someone who does get intimidated? do you think its OK for someone to have so little training (or empathy) that they think its OK to say to someone 'we're onto you' or 'ahh the Director (which I do not see what hasgot to do with anything at all!)
Chances are you will get a vague apology, and that will be it. I wouldn't waste your time.0 -
Lifeisbutadream wrote: »I meant if I make an official complaint about the way I was spoken to.
What is it you'd like to achieve from the complaint?
TBH, if I was spoken to so poorly by HMRC then I'd probably request a copy of the call recording and then file a complaint purely because I think that that person should be pulled up on it: it really was an appalling way to speak to you.
Having said that, I don't think I'd expect to receive anything other than perhaps a vague apology and an assurance that the situation "has been addressed" but no details supplied. Other than the knowledge that you've tried to do something to stop others being treated in the same way, I don't think you'll get anything from it.You had me at your proper use of "you're".0 -
Lovelyjoolz wrote: »What is it you'd like to achieve from the complaint?
TBH, if I was spoken to so poorly by HMRC then I'd probably request a copy of the call recording and then file a complaint purely because I think that that person should be pulled up on it: it really was an appalling way to speak to you.
Having said that, I don't think I'd expect to receive anything other than perhaps a vague apology and an assurance that the situation "has been addressed" but no details supplied. Other than the knowledge that you've tried to do something to stop others being treated in the same way, I don't think you'll get anything from it.
I dont want to 'achieve' anything, I dont want to 'get' something, I want them to stop being so unecessaily rude to people ! I dont see why they should get away with just speaking to people that way ! I wouldnt dream of speaking to a customer in such a rude manner.
I obviously have not been clear in my OP - I want to know whether anyone has got anywhere having complained before? of are they so intimidating that people dont bother? possibly because they wont 'achieve' anything.0 -
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Lifeisbutadream wrote: »So if everyone thought like that we are basicially saying that its OK for them to treat people like that
No, I am saying you should choose your battles carefully. A complaint of this sort will get nowhere - if you want to take the time to write a letter then do so, but be aware that it will not achieve anything.0 -
No, I am saying you should choose your battles carefully. A complaint of this sort will get nowhere - if you want to take the time to write a letter then do so, but be aware that it will not achieve anything.
That was why I asked if anyone has done it before. I know from bitter experience that they are a law unto themselves (HMRC but not tax credits)
If only my business was so secure that I could treat everyone how I pleased with no repercussions :cool:0
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