HMRC in Beta Test for Online Complaints System

It is one of life’s great frustrations for tax payers. You have a problem or question about your tax code, PAYE etc. You try to take it up with HMRC. You spend what seems like forever trying to speak to somebody on the telephone and give up because you have lost patience or cannot navigate the impenetrable interactive voice response options. Or you try the old fashioned method and send HMRC a letter. A reply takes longer to arrive (if it ever does) than you walking to the Moon and back.
By now at your wits’ end you want to make a complaint but to do so means another tortuous adventure in HMRC-land even Hercules would decline.

What do you do?

There may be salvation coming your way. HMRC, perhaps finally acting on the “bad rap” they have for customer service, is beta-testing an online complaints system aimed at those poor unfortunates amongst us who have issues with our tax, PAYE and “can’t get no satisfaction” from HMRC about it.

For the moment at least, the online test is for complaints from individual taxpayers – employees and pensioners – who wish to raise their complaint online should that complaint relate to tax deducted from their wage or pension and the service provided (or not) by HMRC.

If you fall in to the above category and wish to register a new complaint then you may try the online service.

The Online complaint form can be found here:

https://www.tax.service.gov.uk/forms/form/make-your-complaint-online/new

You will require a government gateway account. If you already have one, log-in. If you do not, register here:

https://www.tax.service.gov.uk/coafe/government-gateway/register?accountType=individual&continue=%2Fforms%2Fform%2Fmake-your-complaint-online%2Fnew

Perhaps if the beta test proves successful, HMRC will adopt the system more widely.

Should you have an existing complaint on-going with HMRC or wish to make a new complaint about anything other than tax deducted from your wage or pension then you are, at this time, limited to the telephone or letter routes.

General information and contact points for making general complaints to HMRC can be found here:

https://www.gov.uk/government/organisations/hm-revenue-customs/contact/complain-about-hmrc

It is encouraging to see HMRC seeking to become easier to contact and more response to customer service and complaints issues. It has been a long time coming.

Have you been affected by tax issues and currently trying to sort it out with HMRC? Please leave a comment to share your experience. If you use the beta trial of the online complaints form, please leave a comment about that. We would be interested to read about your experiences.

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