Dealing with HM Revenue & Customs (HMRC) can often be challenging. Long wait times when calling for assistance, incorrect refund amounts, errors in tax codes, and other issues can be frustrating. Recently, the decline in service standards from HMRC has been noticeable. However, did you know it’s possible to complain about HMRC and even receive compensation?
What Are Your Rights?
HMRC has a Charter outlining the service standards you should expect from them. They promise to get things right, make processes easy, be responsive, treat you fairly, consider your personal situation, respect your wish to have someone else deal with them on your behalf, and keep your data secure. (Read more about the HMRC Charter).
Understanding these rights can help you clearly articulate how HMRC may have fallen short. GET IN TOUCH WITH OUR WIMBLEDON ACCOUNTANTS if you need guidance on this.
Keep Everything Documented
It’s crucial to keep a detailed record of all your interactions with HMRC. Note down the dates, times, and names of any HMRC representatives you speak with, as well as the substance of any conversations. Retain all letters, emails, and other documents they send you, as these will support your case.
Contact HMRC
Start by reaching out to HMRC directly to resolve your issue. This can be done by calling their customer service or using their online services. Explain the problem clearly and provide any relevant details. If the issue isn’t resolved to your satisfaction, request to escalate the complaint.
Submit a Formal Complaint
You can submit a formal complaint by writing a letter or filling out the complaint form available on the HMRC website. Attach any relevant information or evidence that supports your claim. Be clear about the outcome you’re seeking, whether it’s an apology, a correction of an error, or compensation.
Seek Compensation
If you’ve suffered financially due to HMRC’s error or poor service, you can request compensation. Specify the amount you want and justify why you believe you deserve it. Compensation can cover costs such as professional fees incurred to resolve the issue, or it could be interest on money owed to you. GET IN TOUCH WITH OUR WIMBLEDON ACCOUNTANTS to assist you in this process.
Further Steps
If necessary, your complaint can be escalated to the Adjudicator’s Office, which will conduct an independent investigation, or even to your Member of Parliament (MP).
Tips to Improve Your Chances
- Be Clear and Concise: Clearly outline your complaint and the resolution you seek. Avoid unnecessary details that can cloud the main issues.
- Stay Calm and Professional: While dealing with bureaucratic processes can be frustrating, staying calm and professional 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 any time limits for filing complaints or seeking compensation.
Following these steps and being well-prepared can increase your chances of resolving issues with HMRC and receiving any compensation due.
As your tax advisers, we strive to ensure HMRC fulfills their Charter when dealing with you. However, if things go wrong, GET IN TOUCH WITH OUR WIMBLEDON ACCOUNTANTS. We can help you file a complaint and possibly secure compensation. Just speak to us, and we’d be happy to assist you.