Tax doesn't have to be this taxing
I just had the misfortune to call HMRC's self assessment online helpline. The person I spoke to was anything but helpful, as terse as she was unwilling to offer assistance.
After a number of attempts to get me off the phone (she told me more than once to phone my tax office when I pointed out that an error in the postcode on a letter I received may be the simple reason why my details didn't reconcile) she directed me to the HMRC home page, read out a link and hung up. Exactly what a helpline should be doing, I'm sure you'll agree.
Terrible customer service is always frustrating. But when it risks undermining a very expensive campaign to convince us that tax doesn't need to be taxing it's doubly annoying.
I'd like to believe I'm the only person whose attempts to pay their tax bill have been similarly frustrated. I suspect I'm not.
Let me know if you - or your clients - have also been disappointed by the helpline or by other aspects of HMRC's service. Equally if you have seen improvements and have been impressed by this year's self-assessment service don't stay quiet either.
I'm a bit confused as to why you just didn't call the local tax office when first asked.
I can understand your fustration in how the operator handled your call and probably could of been more courteous but at the same time, if you did need to speak to your local tax office, your holding up the phones the everyone else in this busy time period!
Posted by Andrew | January 13, 2009 1:25 PM
Thanks for the comment, Andrew. I was looking for help accessing the site which I didn't think my tax office would be able to provide.
I explained the postcode confusion, saying I had two letters with two postcodes (my own fault, one was from an old address which I must have provided in error on a previous occasion). When I asked the operator to check the second postcode I was told: 'How many goes do you want' in a very sarcastic tone.
I'd contrast my experience with the HMRC helpline last night with my experience this morning talking to my current and former pension providers. The operators I spoke there were helpful and efficient.
I do take your point though about not blocking the line and I was later able to sort out my problem myself.
But I do believe that a taxpayers' helpline should be helpful - and that operators should not simply hang up on users if they become frustrated.
Posted by Damian Wild | January 13, 2009 3:07 PM
nice of HMRC to NOT tell agents that they wouldnt be sending us copies of january payslips too, only clients are getting a copy - of course, all agents realise that most clients either lose these, dont keep them or cant find them when it comes to paying up !!!
we only found out after making 2 phone calls to our local office to ask why we hadnt as yet received them...
Posted by Louise | January 14, 2009 10:09 AM
If you want to find out about the experiences that real people are having - just like you Damian, here's a selection picked up through Twitter. (And I've explained what Twitter is on my blog for ambitious accountants here: http://bookmarklee.wordpress.com/twitter
welshcathy: HMRC tax phone help line very quick, helpful and efficient!
kateweb: Clicked on HMRC's 'Contact Us' page: "Sorry. The page you requested was not found". Now THAT's what I call responsive customer service!
ssanchez: Hmph. On hold with HMRC for 10 mins, got through, gave info, operator tried to put me back on hold and cut me off. Here go another 10 mins.
seamus_clarke: Just sent a cheque off to Mr Alistair Darling. I hope he's satisfied. Bloody HMRC! Biscuits and milk for tea tonight!
JosephTheGreat: I know most people hate HMRC, but they're the nicest people ever when it comes to job interviews with them!
DavidJGreenwood: why does the inland revenue want my blood! what have i done...?
macdevnet: Calling the inland revenue takes 1:58 seconds to be told they are too busy to answer you call .... they must own shares in a telco
You can find out more of what's being said on Twitter using this facility: http://search.twitter.com
Posted by mark lee | January 29, 2009 3:57 PM
Great I can understand your fustration in how the operator handled your call and probably could of been more courteous but at the same time, if you did need to speak to your local tax office,
http://www.avicennaaccounting.com/
Posted by jhon | February 13, 2009 5:46 AM
Good one mate!! Thanks :)
Posted by Bill Pay Free | February 9, 2010 3:46 PM
I have come in contact with similar situation were the customer service certainly dosen´t care if you are a customer and even less on the service part. I hope we would all live in the perfect world but you got to do with what you have so I guess we are all stuck on this piece of floating rock. :p
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Posted by Ramon1982 | February 10, 2010 3:27 PM