How is HMRC performing in 2018? Telephone, post and refunds – give us your feedback

ICAEW continues to monitor HMRC’s performance. Vital to this work is specific, current feedback from members. 

The three areas we monitor are telephone helplines, the handling of post (including the processing of paper forms) and the issuing of repayments. 

We list below the particular issues on which we’d value feedback. Post a comment on this forum or contact Caroline.Miskin@icaew.com 

Telephone

To enable us to provide HMRC with up to date evidence of the problems that HMRC helpline performance cause our members, please post comments below to tell us about your experiences, indicating: 

  • the name of the helpline
  • the telephone number
  • how long it took for your call to be answered. 

and if the concern is about quality: 

  • an outline of the problem you were calling about
  • whether you were happy with how the call was handled
  • whether the issue was resolved satisfactorily. 

Post

To enable us to provide HMRC with up to date evidence on its performance in handling post 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. 

Refunds/repayments

Please comment below on your experience of refunds, telling us: 

  • what the overpayment relates to – self assessment, individual PAYE, corporation tax, Employers’ PAYE etc
  • how long you have you been waiting or, if the repayment has now been received, how long it took to be processed
  • if the repayment was withheld by HMRC, the reason for this, if known
  • any general comments on the repayment process in relation to any specific tax (or taxes).