Getting HMRC to respond to complaints

beefturnmail

Hi,

Does anyone have any advice on getting HMRC to actually respond to a written complaint? I sent it off over 2 months ago, and have not had so much as an acknowledgement (I can see online that they have definitely received it).

This breaches their own guidance on responding to complaints within 15 days - so I could complain again pointing this out, but then this could simply be ignored\lost again?

Any ideas how I can escalate?

Thanks

sheramber

Did you head your letter as a complaint.?

All correspondence is logged when received but then gets put in the system to be allocated and dealt with.

It may not have been obvious that this was a complaint.

Writing COMPLAINT in red across the top of the letter makes it obvious.

this link gives information about complaining

https://www.gov.uk/government/organisations/hm-revenue-customs/contact/complain-about-hmrc

Pennywise

Send it again via a "proof of receipt" service such as RM's signed for and if you've not heard back within a month, copy everything to your MP. HMRC are notorious for ignoring/losing things and need someone to give them a kick sometimes.

agrinnall

I think there is very little chance that a proof of receipt will be available for an individual letter to HMRC (perhaps with Special Delivery it might be possible), as I understand it mail is delivered to HMRC by the sackful and the only scanning that's done is of the sack, so there's no record of the letters themselves arriving.

unholyangel

beefturnmail wrote: »

Hi,

Does anyone have any advice on getting HMRC to actually respond to a written complaint? I sent it off over 2 months ago, and have not had so much as an acknowledgement (I can see online that they have definitely received it).

This breaches their own guidance on responding to complaints within 15 days - so I could complain again pointing this out, but then this could simply be ignored\lost again?

Any ideas how I can escalate?

Thanks

Where do they state 15 days?

If its the same as your previous post on the board (bank interest from 17/18 year) then you're most likely barking up the wrong tree anyway.

If you haven't already, call them. Although expect quite a wait at this time of year.

Socajam

I agree with unholyangel, give them a call.
I would call them in the afternoon, mornings are notorious for not getting through.

beefturnmail

Yes, it is connected to my previous post and - they have the amount of interest earned in 17-18 wrong, issued an incorrect P800, and are now incorrectly adjusting my tax code. Why would this be barking up the wrong tree?

It's complicated to discuss over the phone (I have many accounts), hence why I put it all in writing, but I guess I could phone to find out why they've not replied to a complaint.

here is where they say they will reply in 15 days: https://www.gov.uk/hmrc-internal-manuals/complaints-handling-guidance/chg615

unholyangel

beefturnmail wrote: »

Yes, it is connected to my previous post and - they have the amount of interest earned in 17-18 wrong, issued an incorrect P800, and are now incorrectly adjusting my tax code. Why would this be barking up the wrong tree?

It's complicated to discuss over the phone (I have many accounts), hence why I put it all in writing, but I guess I could phone to find out why they've not replied to a complaint.

here is where they say they will reply in 15 days: https://www.gov.uk/hmrc-internal-manuals/complaints-handling-guidance/chg615

Because for the 17-18 year, its most likely that those figures have been provided by your bank.

I don't think I've ever known HMRC to respond to anything within 15 days by post

beefturnmail

To update - a complaint online (https://www.gov.uk/government/organisations/hm-revenue-customs/contact/complain-about-hmrc), elicited a full response and resolution within a week, plus £25 compensation (which I didn't ask for)