Although HMRC recently reported increased tax revenue from a targeted campaign, it appears that the organisation are still failing to meet their own internal targets. Again, despite measures to improve their customer service, it has been reported that over half of the complaints by taxpayers to HMRC resulted in admitted mistakes in 2010/11.
Law firm Pincent Masons conducted the research which looked at the number of complaints received by HMRC, and those which were upheld. In 2010/11 a massive 57% of the 58,110 complaints received were upheld.
Whilst this figure fell to 53% a year later, it still represents a high level of poor customer service, and also shows a lack of progress when compared to the figure of just 44% in 2005/06. Another startling figure across this period is the total recommended compensation figure in 05/06 of £100,022, which rose to £363,954 in 11/12.
Commenting on this research, Pinsent Masons Legal Director George Gillham said, “The number of cases where HMRC has admitted it got something wrong is remarkable. It suggests that if you make a complaint to HMRC, they’ll probably decide you’re right, at least in part.”
“HMRC is prone to making errors. It’s unfortunate, but it’s true. This is partly down to budget cuts leading to de-skilling on the frontline, but it’s also to do with the massively increased complexity of the tax system over the past 15 years. For performance to get worse over time is incredibly disappointing.”
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