Second tier HMRC complaint 13 January at 4:07PM in Cutting tax 2 replies 250 views

goodValue

I'd like to get some advice on the HMRC complaint process.
I was contacted within 15 days of making the complaint, as mentioned in their literature.
However, after two months of escalation to the second tier, I have not yet been contacted.
Is the 15 day wait not appropriate for the second tier?
On querying this, I am told that I have to wait in the queue.
Is this reasonable, or are they putting obstacles in the way of second tier complaints?

Dazed_and_C0nfused

goodValue said:

I'd like to get some advice on the HMRC complaint process.
I was contacted within 15 days of making the complaint, as mentioned in their literature.
However, after two months of escalation to the second tier, I have not yet been contacted.
Is the 15 day wait not appropriate for the second tier?
On querying this, I am told that I have to wait in the queue.
Is this reasonable, or are they putting obstacles in the way of second tier complaints?

Is your complaint warranted or (really) a waste of everyone's time?

goodValue

It has certainly wasted a lot of my time, as it has been going on for a year, and HMRC keep on finding new ways of making me jump through hoops.
I'm loath to go into the details as it would fill a few pages, and raises my blood pressure each time I think about it.
After repeatedly doing what they asked of me, they have rejected my last set of documents though in doing so, they are going against their own rules!
I don't think I need any advice on this last issue, as it is so clear cut.
What I really need is advice on how to progress the complaint.
Can they really keep me waiting indefinitely?