To think HMRC are incredibly rude and unhelpful?

[RudeyU]

As a small business owner there have been a few times where I've needed to speak to HMRC for advice on a couple of things.

Every time I speak to them, no matter whether I get different advisors or not, they are incredibly rude, sarcastic and patronising. Is it a condition of working there?

I don't think I have had one useful bit of help or advice from them any time I've contacted them, I'm not sure why on earth they even have an advice line as it just seems an absolute chore for anyone who works there to actually help you or advise you on anything.

Has anyone else had this problem? I've never been spoken to the way they seem to! Is it because you're not a customer and they get their money either way so they just don't give a shit?

I don’t work for HMRC, but do work in the public sector and my team was down by 66%

You're not wrong. The service has completely gone to the dogs since Covid and it wasn't great before. I'm an accountant and quite frankly they're not fit for purpose. They need to stop wfh and get back to the office where people can hear how they're speaking to people. It's regular to wait 45 minutes for them to answer a call and then then not know the answer or be totally disinterested and rude. I spoke to one yesterday. It's a national disgrace how poor they are - but if you owe them money they're right on it - even when they're in the wrong.

YABU - I have always found the staff very helpful (though sometimes it can take a while to get through!).

On the other hand their voice activated system needs some work!

@haba

You actually.spoke.to.them??? How did this magic occur?

Call at 8am.

@ginislife

You're not wrong. The service has completely gone to the dogs since Covid and it wasn't great before. I'm an accountant and quite frankly they're not fit for purpose. They need to stop wfh and get back to the office where people can hear how they're speaking to people. It's regular to wait 45 minutes for them to answer a call and then then not know the answer or be totally disinterested and rude. I spoke to one yesterday. It's a national disgrace how poor they are - but if you owe them money they're right on it - even when they're in the wrong.

I’m a Tax Agent, it’s horrendous.

Always found them helpful and polite. No problems at all. And never had to wait long to get through.

Could it be the way you speak to them?

The service was shit prior to COVID and it’s so much worse now. Clients waiting 6+ months for VAT refunds, and Vat TOGC forms have been waiting over a year! We’ve got one client who sent a form off in March 2020 and then got a reply in September 2021 saying a signature was missing from the previous owner and it needs to re-done. Problem is that the previous business owner passed away earlier this year and Hmrc are just metaphorically shrugging their shoulders.
It’s awful dealing with them atm.

The people at the bereavement section (for assistance with completing late dh's tax returns) were helpful and kind. I've no experience of other sections

I spent two hours on the phone being passed around, each person telling me it’s someone else’s problem (I have been overcharged). Eventually told to ring back between 8-10 weekdays which is when I am at work. One of the people instantly said he couldn’t help, I asked him a question about my account and he hasn’t even logged on to my account just told me no.

Never had a problem with them

Have you considered it maybe how you speak to them?

I've never found them to be ride as such, but unhelpful yes. I had a very important query as a first time employer last year. It took me 55 minutes to get through, I got lots of umms and ahhs and "I don't really know" sounds before he randomly cut the call off. I was furious.
I think it's because they know you need them regardless and you can't exactly go elsewhere like when you get bad service from other companies. They are very much like the council, never found any of their departments helpful either (apart from elections but I know someone who works there!)

I've had cause to ring them a lot over the years as I was self-employed, and always found them helpful. I need to call them this week though so hoping my luck holds!