called2account

Tuesday

HMRC is not only incompetent, it’s uncaring and insensitive

Post a Comment April 13, 2010 – 5:06 pm | Share and Save | Permalink |  Print This Post |

Earlier today I took a call from a UK taxpayer whose notice of coding is incorrect. The person is over 80 years of age and a widower. The tax office issued a new notice of coding for 2010-11 tax year that says he’s married. That’s news to him. He calls up the tax office that issued the notice (it has moved since last year) and is on hold for 45 MINUTES before anyone picked up the call. He explains the problem. Question from the other end: “Can you tell us your deceased wife’s National Insurance number?” She died SIX years ago. The person at the other end of the phone says they are temporary and new to the job.

Can you imagine how upsetting that is to a person of his age and especially after his wife died in extremely difficult circumstances following 55 years of marriage?

Ken Frost thinks HMRCisshite. Ken talks about the results of a recent survey:

- 18% are proud to work for HMRC
- 14% would recommend working for HMRC
- 13% feel HMRC motivates them to achieve it’s (sic an error of grammar this time) objectives
- 61% didn’t have confidence in the decision made by HMRC’s senior managers
- 67% didn’t feel that change was well managed
- 60% didn’t see career development opportunities in HMRC
- 63% don’t believe that HMRC managers will take action as a result of the survey
- 24% want to leave HMRC within 1 year

Is anyone surprised? It is thoroughly shameful.

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