Complaining to HMRC

Although many of the tax office processes are automated, dealt with by computerised systems, the rest is managed by human beings each subject to the same range of foibles as the rest of us. And we all know how reliable computerised systems have proven to be.

If you are certain, or have misgivings, about the accuracy of HMRC’s assertions regarding your tax affairs, these need to be challenged.

Initially, use the relevant HMRC helpline to discuss your particular concern. If this proves to be ineffective, you will need to ask HMRC to deal with your grievance under their official complaints handling system.

The chronology of the complaints process is:

1. You will need to inform HMRC, online or by submitting your complaint by post.
2. HMRC will consider your request and respond.
3. If you still feel that you case was handled incorrectly you can request a second review by HMRC.
4. If you are dissatisfied with this second review you will need to present your case to the Adjudicator’s Office.
5. If you disagree with the Adjudicator’s Office, you will need to refer the matter to your Member of Parliament who will approach the Parliamentary and Health Service Ombudsman on your behalf.

Interestingly, if you are successful and resolve the issue in your favour, HMRC are obliged to cover your costs in exposing HMRC’s mistakes or challenging their delays in dealing with matters.

Costs you can claim include postage, phone charges and professional fees; which brings us to the final part of our post on this subject.

If you are convinced that you are correct, and HMRC have made a mistake, you could seek professional help in resolving the issue and it may be possible to recover any professional support charges from HMRC. If you would like to consider this option, we can help. Call us initially to discuss your grievance and we can take it from there.