Accountants and Business Advisers, Moore, have reported a sharp rise in taxpayer dissatisfaction with how HMRC deals with complaints. In the quarter ending 31 July 2020, 1,537 escalations were made by taxpayers after HMRC failed to resolve their initial complaint – up from 997 for the same period in 2019.
Moore notes that taxpayers typically complain to HMRC about the following:
slow repayments of overpaid tax;
unfair treatment during a tax investigation;
incorrectly levied penalties; and
HMRC’s failure to respond to taxpayer correspondence.
The number of initial complaints to HMRC also increased by 23% for the same period.
Noting the disruption caused by coronavirus to HMRC capacity and services, April Foster, Partner at Moore said: ‘HMRC is falling behind in dealing with complaints from taxpayers. It simply does not have the resources it needs to deal with these.
‘If taxpayers don’t receive the assistance they need, they are more likely to make mistakes in forms, which creates unnecessary additional stress for them and more problems for HMRC. As the various support schemes wind down, HMRC must reallocate resources to deal with standard matters in a more efficient manner.
‘HMRC has been very efficient in its administering of the various coronavirus support schemes, for which it should be applauded, but as a result of the enormous disruption caused by the pandemic, standard matters have fallen by the wayside.’
Accountants and Business Advisers, Moore, have reported a sharp rise in taxpayer dissatisfaction with how HMRC deals with complaints. In the quarter ending 31 July 2020, 1,537 escalations were made by taxpayers after HMRC failed to resolve their initial complaint – up from 997 for the same period in 2019.
Moore notes that taxpayers typically complain to HMRC about the following:
slow repayments of overpaid tax;
unfair treatment during a tax investigation;
incorrectly levied penalties; and
HMRC’s failure to respond to taxpayer correspondence.
The number of initial complaints to HMRC also increased by 23% for the same period.
Noting the disruption caused by coronavirus to HMRC capacity and services, April Foster, Partner at Moore said: ‘HMRC is falling behind in dealing with complaints from taxpayers. It simply does not have the resources it needs to deal with these.
‘If taxpayers don’t receive the assistance they need, they are more likely to make mistakes in forms, which creates unnecessary additional stress for them and more problems for HMRC. As the various support schemes wind down, HMRC must reallocate resources to deal with standard matters in a more efficient manner.
‘HMRC has been very efficient in its administering of the various coronavirus support schemes, for which it should be applauded, but as a result of the enormous disruption caused by the pandemic, standard matters have fallen by the wayside.’
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