The Adjucator’s Office, an independent body that handles complaints against HMRC, revealed in its annual report that a record total of 2,612 new complaints had been received across the year. Of these, there were 1,331 complaints specifically about tax issues, which was 107% up on the previous year.
Of the 1,354 cases resolved in the same period, 60% were either “partially” or “substantially” upheld, resulting in a total payout of £354,321 in redress.
Chief adjudicator Judy Clements criticised HMRC’s poor quality of complaints handling, with many "careless and avoidable’" errors.
In the Adjudicator’s Office annual report, she said had identified a number of areas where there were systemic failures resulting in poor complaints handling.
“Most notably it is disappointing that for the third year running I have seen a range of cases where specific customer needs have not been recognised or addressed. I am unable to establish whether complaint handlers are not recognising the customer need or feel they are not empowered to step outside of procedures and provide alternative support. Either way this is an area of serious concern and, in the context of an ageing society, a matter which will grow in importance and visibility.”
She added that having made HMRC aware of her concerns, she was pleased to hear that they are taking steps to address this and have put in place a dedicated customer equality team.
“I look forward to seeing improvements in the handling of this type of complaint in future.”
To read about HMRC’s introduction of an ‘alternative route’ for tax dispute resolution, click here.
