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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

AIBU - to expect to be able to speak to someone at HMRC?

40 replies

Hedgehogparty · 28/05/2015 17:20

I've been trying to sort out my tax codes from my jobs for weeks now.
I've never been able to get through on the phone and now I'm having too much tax deducted. The last call I wasted 40 minutes before giving up.

I have no choice but to keep trying, wasting time and money sorting out someone else's mistake.

AIBU to think this is unreasonable poor service?

OP posts:
mileend2bermondsey · 28/05/2015 17:23

I've found it takes on average 35 minutes on hold before someone answers.

Altinkum · 28/05/2015 17:25

This reply has been deleted

Message withdrawn at poster's request.

TwelveLeggedWalk · 28/05/2015 17:25

I spent over 6 hours on the phone to them in 4 calls last month (Certificate of Residency, it's easier to get through to Lord Lucan than the right person to deal with that enquiry).

I am hiding from that phone bill as it's not a free number either.

JustCallMeDory · 28/05/2015 17:26

My last 3 or 4 years' self assessment forms have actually had the wrong phone number printed on them. I've told them this - but each year, guess what, the next form turns up still with an unobtainable number printed on it.
Hmm

Original poster
Hedgehogparty · 28/05/2015 17:34

The service is absolute rubbish as far as I'm concerned.
Presumably fewer people employed now and many more calls to answer?

OP posts:
MAsMum · 28/05/2015 17:36

DH received a letter dated 5 April this morning. When he called to ask about it the man had an argument with him that he couldn't possibly have received it this morning!!

dementedma · 28/05/2015 17:37

its impossible. I gave up after 40 minutes.

Original poster
Hedgehogparty · 28/05/2015 17:46

I'd like to complain to someone, might contact local MP?

After all, we don't have any choice but to phone them.

OP posts:
morningsarepants · 28/05/2015 17:48

I agree it's a total nightmare. What really annoys me is you can't email them so you have no choice but to wait hours on the phone.

Lorgy · 28/05/2015 17:50

Weirdly enough, I've never had to wait to get through to their landlords hotline as it's an area they are currently targeting. I couldn't believe it after hearing how bad they are in other areas.

Chasingsquirrels · 28/05/2015 17:58

I call HMRC quite a lot (on behalf of clients), having first listened to all the "helpful" information (it might help some people, but this is my job - I know where to find all the online info, if I didn't have to call them I sure as hell wouldn't) I then have to explain the problem, which I know 90% of the time the call operative isn't even going to understand, never mind be able to help me with. Then when they can't help me they have to refer me to "the back office" for a call back, which will happen within 3 working days. Unfortunately I work part time and the chances of me being there when they call back is only about 65%.

At least the back office do understand the issues and can usually help, but getting to speak to them is painful.

But HMRC staffing has been cut and cut and cut over the last decade or more. When I started training, about 20 years ago, you would call and speak to the inspector who would know your client (corporate not personal) and you could have sensible conversations. Now the call centre operatives just have a checklist and if you don't tick the box they have no idea how to help.

JustCallMeDory · 28/05/2015 18:03

I agree with the previous poster - when you do, finally, get through to the right person, they're super helpful.

Coffeethrowtrampbitch · 28/05/2015 18:13

Google their overseas number, it should start +44 1355. Replace the +44 with a zero and you should be able to call them more cheaply.

I agree it's ridiculous, I live near the tax office and when I was little my Mum used to be able to go in person and speak to an advisor, that is no longer allowed simply because they want everyone to use the phone.

BolshierAyraStark · 28/05/2015 18:26

Yes it's ridiculous but this is what happens when too many staff are cut. HMRC want everything done online hence the difficulty in getting to speak to a real person...

NoIsNotACompleteSentence · 28/05/2015 18:31

HMRC have a charter, will link it below, have look at point 9!

www.gov.uk/government/uploads/system/uploads/attachment_data/file/91888/charter.pdf

Absolutely raise this with your MP, HMRC have a department dealing specifically with MP complaints. I spent hours trying to unravel the fuck up they made with my tax. Got my MP involved I pointed out they were in breach of their own charter, they paid me back the costs of phone calls and my time! I printed off my phone bills, it was a faff but worth it for the principle.

Pensfriends · 28/05/2015 18:40

YANBU, it's beyond a joke really.

Whatthefucknameisntalreadytake · 28/05/2015 18:42

Do not even speak to me about hmrc. They give me the horrors every time I have to contact them.

amothersplaceisinthewrong · 28/05/2015 18:45

They take 8 weeks to open the mail. Thankfully, as an agent, I have a priority line to use but even so it can take a wile. Super helpful??? SOme can barely speak English

And I STILL have not had my notice to complete a tax return which should have been sent out in April. I have filed said tax return!

YsabellStoHelit · 28/05/2015 18:47

Don't talk to me about HMRC. Tax credits renewal came saying I could renew online. WOOT! So I went to do this. They made me do a 15 minute identity check Hmm I figured meh do it once should make things easier (as they tell you that it's used to handle other stuff) Finally finish that. Get on Tax Credits. Asks for my NI number. I put it in. They tell me I don't exist and can't do anything. Try DHs number, same result. 3 times per number (double checking numbers each time) I still don't exist and have to call sigh

MamaLazarou · 28/05/2015 19:29

Ring at 9am and remain silent throughout the menu options. You should get through a bit more quickly.

HarryLimeFoxtrot · 28/05/2015 19:35

Do they have the option of being on hold for ages at the moment? Last time I tried to call I went through all their preliminary security check stuff, and then got a message which said something like 'all our operators are busy, goodbye' at which point they disconnected my call.Hmm

flamingoland · 28/05/2015 19:50

Go to the tax office and use their phones- they are direct lines.

Indantherene · 28/05/2015 19:53

They started cutting staff in 2006 and all the experience was lost. It's what the public wanted, to cut the pen-pushers...

OberonTheHopeful · 28/05/2015 20:37

YANBU

I had to call them a couple of months ago because they had made a mistake on my tax code (and also sent different codes to me and my employer, which I didn't think they could do).

It took over twenty attempts to even get put on hold (for over an hour before I was able to speak to someone). Each time but the last I had to go through their infuriating menu system (on what planet could it be considered a good idea?) before being told they were too busy and being disconnected.

I would say though that when I did get to speak to an advisor he was very helpful, and sorted out my tax code there and then.

mejon · 28/05/2015 21:08

If it's a query with your tax code there's a rare online form you can complete. Having spent weeks calling at different times of the day and still failing to get through we finally found <a class="break-all" href="https://online.hmrc.gov.uk/shortforms/form/P2?dept-name=&sub-dept-name=&location=43&origin=www.hmrc.gov.uk" rel="nofollow" target="_blank">this form. It worked for DH's tax code query though for some reason it didn't with mine but it's worth a try. I eventually got through on the phone just after 8 on a Saturday morning.