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Tax Credit Complaint procedure
lacoaster
Posts: 9 Forumite
This is a very general question. I had my wtc stopped for no apparent reason on 19th June and I have been informed that they are trying to restore the claim and make any back payments due ever since. 9 letters and phone calls later I now find myself at the point where having had to borrow money I can no longer keep up with my bills.
My question is this, will going through the complaints procedure help or hinder the process at all?
Many thanks.
My question is this, will going through the complaints procedure help or hinder the process at all?
Many thanks.
0
Comments
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Starting a complaint won't make things worse and might help get things moving.0
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Hmm, tbh, the advice I've received from the helpline has been so vague and contradictory I'm almost frightened to start another process. However, I think you are right. I need to get myself set for another 45 minutes on the phone.0
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The helpline will just try and get you off the phone as fast as possible.
If you want this resolved you must start a formal complaint.0 -
The helpline do not try to get you off the phone as fast as possible. Thats a daft statement to make IMO. If there is anything at all that can be done to assist a customer over the telephone, it will be done. In most cases though, the hold up will be incorrect details or request for documents which may cause a hold up in a query/updateNo One I Think Is In My Tree.:cool:0
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I've had 9 conversations on the helpline in the last 3 months and tbh for the most part they do seem to try to help. The problem is that nobody can actually tell me why the claim stopped, attempts to try and restore it have failed ( whatever that means) and I can't help feeling that due to a catalogue of errors made their end I am stuck in a loop with no light at the end of the tunnel. I was asked if I'd like to start a complaint procedure about 4 phone calls back but then had so little faith in whatever system they're running @ HMRC that I was worried starting yet another procedure would complicate matters further. HMRC appears to be in complete chaos! One advisor suggested that it was taking so long because they were dealing with literally 100's of 1000's of errors made with Tax Credit renewals.0
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When I complained about the Helpline, it made no difference to the issue I was trying to get resolved.
Complaints are handled by a completely different department which deal with all the areas of HMRC as far as I could determine.
The response to my complaint was extremely slow (it took months and months to get anything other than the standard letter) and achieved NOTHING other than an assurance that managers would be alerted to the fact that their staff needed more training.
The most effective method of getting my issues resolved was the involvement of my MP.0 -
I'd vote with my feet and take my business elsewhere0
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