How long is it taking HMRC to turnaround post in 2017?

Members have continued to report issues with the length of time that HMRC takes to respond to written correspondence. HMRC’s published statistics show that it is meeting its target of clearing 80% of post within 15 working days and 95% within 40 working days. Feedback, positive and negative, is invaluable in helping us to monitor this area of HMRC’s work and as evidence to support the concerns we raise.

To enable us to provide HMRC with up to date evidence on its performance in handling post and the impact on members, please post comments below to tell us about your experiences, indicating if possible:

  • the date of the letter or form
  • the type of tax (SA, PAYE, CT, CIS,VAT etc.)
  • the HMRC address used
  • the date of HMRC’s reply or the processing date
  • whether HMRC’s reply dealt with the issue fully.
  • Anonymous
    Anonymous
    Client due a CGT refund of approx. £1,000 overpaid on the 2014 tax return, due to a performance estimate which fell short. Posted a revised full return on 29/11/2016 to SA Services BX9 IAS. Rang HMRC on 20/01/2017 was told it would not be dealt with until mid March.
  • The Tax Faculty welcomes your feedback on HMRC’s services. Please use this 2017 forum post – and not the equivalent forum for previous years.
  • Anonymous
    Anonymous
    HMRC response times generally.

    Had three companies where HMRC treated FPS's incorrectly. With one company they accepted there was an issue and logged it for their Technical Team. They sorted it 25 months later. Other company, after a series of phone calls they accepted it as an issue. Still waiting for it to be fixed. almost 3 years. 3rd Company, lady on phone was, and I don't mean to be rude, but an idiot. She absolutely refused to believe a mistake could have been made. Even though the payroll software had the HMRC submission logs proving our case. HMRC debt collector sent to us, and after a thorough inspection of our payroll records agreed with us. Still awaiting them to look at it. almost 3 years. I have spoken to a payroll company and a firm of accountants. They have cases stacked up awaiting HMRC to look at it. In the meantime, employees tax codes have been affected, employees double taxed etc. Tax scope in terms of complexity and numbers is beyond paper. Decent systems are needed but internal politics and government politics get in the way.
  • Anonymous
    Anonymous
    Sent an amended 2015 SATR to HMRC on 31 January 2017 and rang them on 7 March 2017 to see when amendment would be done. Told the expected date was 28 March 2017.
  • Anonymous
    Anonymous
    Take a look at the NRCGT late filing post on this forum. HMRC are taking up to 5 months to deal with appeals.

    Doubtless those in charge will be made a Lord/Dame for their efforts.
  • Anonymous
    Anonymous
    They may be saying they have responded in 15 days but it then seems to take 3 to 4 weeks (possibly longer) for the actual letter from to be received. This based on comments from HMRC is a post office issue. I am not 100% sure I would accept this as the reason.

    Example I seem to be fined for not making a company tax return to HMRC (in dispute). No reminders sent previously although they indicate they were sent (these reminder may arrive next week after fine letter I expect)

    Fine letter dated 19/04/2017 letter actually received 17/05/2017 payment due 19/05/2017. I expect if payment not made and issue resolved I will get another fine!

    Not happy as spent all morning on the HMRC website and telephone help line roundabout trying to establish what the problem was (if any). If you have tried the helpline you will know what I mean.

    The website logins for area I need to access has error message, although login credential work when on phone and to other areas of the website but no access given to area I need (system broken?) strange as was logged in to other areas earlier and later. Then tried the help line as looks like known issue based on error message on screen - call this number sorry we cannot help you with that issue here call this number - have you tried logging in to the help page that tells you to call them (F*&#).

    Then I tried to make a complaint about the disjointed piss poor system, mail delays and it would seem there complaint system is broken today as well. I expect others just received letter more than 4 weeks after official date of issue. I can not seem to find the correct page to make a complaint about there complaints system.

    If they were not the government I would expect some sort of internet scam.
  • Self assessment. Due to online filing issues I have had to submit several paper returns. The personal returns have been logged as received within 14 days but 30 - 35 days later have not been processed. Due to the nature of the filing issues there is usually a repayment involved so these are being delayed.
    With trust returns submitted on paper they have not even been logged as received within 35 days.
  • Anonymous
    Anonymous
    Reported tax evasion in January 2017. To date no action taken. Followed up in February to fraud dept in Cardiff and online, still no action
  • Anonymous
    Anonymous
    On 24th July 2017 I sent original forms for an HMRC confirmation of my residence and tax-paying in the UK. The letter was delivered and signed for on 25th July. I have not heard anything since. I have copies of all the forms that were included, but had to send the original (Italian) forms to HMRC. All I can say is that HMRC definitely received it all. After that, it's anyone's guess.