HMRC’s apology.

A Government committee has criticised HMRC for failing its customers with long delays of up to three months in answering letters and not answering all telephone calls. Also calls that are answered are not always being dealt with correctly. It has been hardest for older people and those with no Internet access to sort out their queries. HMRC has apologised and promised to try harder.

Even using the Agents’ Support lines, we have often found the officers unhelpful. Clients calling the Debt Management offices have reported harsh and unhelpful responses. We know of more than one who when told that time to pay would not be extended, has been forced to close down. This means that the Revenue has lost the entire amount owed as it wouldn’t accept phased payments – where is the logic in this? Debt collection is now being sub-contracted out to private debt collection companies but it is not clear what authority, if any, these companies will have to accept a series of payments. As they are paid on results – i.e. money collected rather than closed files, they may be more helpful than HMRC – we can but hope.