Dealing with HM Revenue & Customs (HMRC) can sometimes be challenging. Issues such as long wait times, incorrect refund amounts, errors in tax codes, and other problems can lead to frustration. Recently, there has been a noticeable decline in HMRC’s service standards, but did you know you can actually lodge a complaint and potentially receive compensation?

What are your rights?

HMRC operates under a Charter that outlines the standards of service you should expect. They commit to accuracy, ease of service, responsiveness, fairness, awareness of your personal circumstances, respecting your choice to have someone else manage your affairs, and data security. Read the HMRC Charter for a detailed overview of your rights. Understanding these rights can help you articulate any shortcomings in their service.

Keep everything documented

Maintain a detailed record of all your interactions with HMRC. Note dates, times, names of representatives, and summaries of conversations. Keep copies of all correspondence, including letters and emails, as these will support your case.

Contact HMRC

Start by contacting HMRC directly to address your issue. You can do this via phone or through their online services. Clearly explain the problem and provide all relevant details. If the initial resolution is unsatisfactory, request to escalate your complaint.

Submit a formal complaint

You can submit a formal complaint either by writing a letter or by completing the complaint form available on the HMRC website. Attach any supporting evidence to strengthen your claim. Clearly state the outcome you are seeking, whether it is an apology, error correction, or compensation.

Seek compensation

If you have incurred financial losses due to HMRC’s errors or poor service, you can request compensation. Specify the amount you seek and explain why you believe it is justified. Compensation may cover costs such as professional fees incurred to resolve the issue or interest on money owed to you.

Further steps

If your complaint remains unresolved, you can escalate it to the Adjudicator’s Office for an independent review or seek assistance from your Member of Parliament (MP).

Tips to improve your chances

  • Be clear and concise: Outline your complaint and desired resolution clearly. Avoid unnecessary details that may obscure the main issues.
  • Stay calm and professional: Maintaining a calm and professional demeanour can help ensure your complaint is taken seriously.
  • Follow up: If you do not receive a timely response, follow up. Persistence often yields results.
  • Know your deadlines: Be aware of any time limits for lodging complaints or seeking compensation.

By following these steps and being well-prepared, you can improve your chances of resolving issues with HMRC and receiving any compensation due. As your tax advisers, we strive to ensure HMRC upholds their Charter when dealing with you. If problems arise, we can assist you with lodging a complaint and seeking compensation. Contact us for support and advice.