Dealing with HM Revenue & Customs (HMRC) can often be challenging, with issues such as long wait times, incorrect refund amounts, and errors in tax codes causing significant frustration. The decline in service standards from HMRC in recent months and years has been notable. However, many are unaware that it is possible to lodge complaints against HMRC and even receive compensation for poor service. Here's how you can make HMRC accountable.
Understanding Your Rights
HMRC has a Charter that outlines the standards of service you should expect, including commitments to:
- Get things right
- Make things easy
- Be responsive
- Treat you fairly
- Be aware of your personal situation
- Respect your wish to have someone else deal with them on your behalf
- Keep your data secure
Familiarising yourself with these rights can help you clearly articulate where HMRC may have fallen short. You can view the HMRC Charter here.
Document Everything
Keep a detailed record of all interactions with HMRC, noting dates, times, and names of representatives, along with the substance of any conversations. Retain all letters, emails, and other documents they send, as these will support your case.
Contacting HMRC
Begin by contacting HMRC directly via their customer service or online services to resolve your issue. Clearly explain the problem and provide any relevant details. If the issue remains unresolved, request to escalate the complaint.
Submitting a Formal Complaint
You can write a letter or fill out the complaint form available on the HMRC website. Attach all relevant information and evidence to support your claim. Be explicit about the outcome you seek, whether it's an apology, error correction, or compensation.
Seeking Compensation
If you have incurred financial loss due to HMRC's error or poor service, you can request compensation. Specify the amount and justify why you believe it is deserved. Compensation can cover professional fees paid to resolve the issue or interest on money owed.
Further Steps
If necessary, your complaint can be escalated to the Adjudicator's Office for an independent investigation or even to your Member of Parliament (MP).
Tips to Improve Your Chances
- Be clear and concise: Outline your complaint and desired resolution without unnecessary details.
- Stay calm and professional: Remaining composed can help your case be taken more seriously.
- Follow up: Don't hesitate to follow up if you don't receive a timely response. Persistence often pays off.
- Know your deadlines: Be aware of time limits for filing complaints or seeking compensation.
By following these steps and being well-prepared, you can increase your chances of resolving issues with HMRC and receiving any due compensation.
At Rushtons, Chartered Accountants, we strive to ensure HMRC fulfils its Charter commitments when dealing with you. Should things go wrong, we can assist you in lodging a complaint and potentially securing compensation. Contact us to see how we can support you.
For more information, visit the HMRC Charter here.