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HMRC are falling apart

More complaints on AccountingWeb:

30/09/09: "We've been trying to get HMRC to correct the year end date
on their system for one of our clients for over a year.  Our letters
are never acknowledged or acted upon and the only people at HMRC who
can do anything are in the local corporation tax office and they
either don't answer the phones or have them off the hook.  We've been
phoning thoughout the year and have never once got through.  In the
meantime, the client continues to receive late penalty notices and
their corporation tax return cannot be submitted online.

What can we do to get a better service? This is completely
unacceptable."

30/09/09: "I totally sympathise
as we have suffered the same type of thing.  It most certainly is
completely unacceptable.  Unfortunately I know of no answer to this
other than to (i) submit formal complaint in writing  (ii)  bill
client for time taken, and claim back from HMRC  (iii) contact your
local WT group.

CT offices were one of the few remaining parts of HMRC that actually
worked - i.e. you could get through to a human being on the phone, and
get things done.  That of course was all changed when they  re-
organised the CT offices.

At our local WT group's last meeting (amidst the brave new launch of
the brave new WT), when every accountant present raised this shambolic
descent into chaos at CT offices reorganisation, the HMRC acting head
of the meeting said he knew only too well about the problem ; the
terrible problems caused by the re-organisation were well known, and
the HMRC staff involved were appalled.  But it was just down to cost
pressure, and the service levels had fallen apart as a direct result
of this, and HMRC were aware of this.

It is truly shocking that HMRC is an organisation in such shambolic
retreat and dysfunction that this goes on.  And on.  And on.

Sorry, not much help, but you are far from alone.

Perhaps AWEB can take up this story, along with WT and all accountancy
bodies.  The OP is right - it is totally unacceptable."

01/10/09: "Corporation tax filing online
Yes I agree, corporation tax telephone lines are constantly engaged.
The only thing to do is to write and follow up by writing to the
complaints department, remembering to use recorded delivery so that
HMRC cannot deny receiving the letter.

We use a 3rd party software supplier to file our client's corporation
tax returns online and proceed as follows :-

1.     If the year end has not changed since the last corporation tax
return, then we can use our 3rd party software to file online, even if
we do not have a 64-8 form registered (the company's first corporation
tax return, or after period of dormancy are exceptions, which may or
may not be possible).

2.     If the company's year end has changed, or it is the first
corporation tax return, and we have a 64-8 form registered for the
client we can use HMRC's own software to file the return. This also
changes the year end on HMRC's computer to the new year end. From the
HMRC home page click on "tax agents and advisors" towards the top on
the right hand side. Then select "corporation tax online for agents"
on the right hand side. You then need to log on with your account
number and password. Then select the client concerned, and select
"corporation tax product" under "file a return" on the right hand
side. Then follow the instructions to file a return. The HMRC software
will not actually change the year end, unless you actually file a
return using their software. This avoids having to telephone or write
to HMRC about changing the year end.

3.     If the company's year end has changed, or it is the first
corporation tax return, and we do not have a 64-8 form registered for
the client we cannot also use HMRC's own software to file the return.
But, if the client has registered to file their corporation tax return
online, the client could, with our assistance, file the return online.

I hope this helps you to change year ends. When it becomes compulsory
to file returns (PAYE , VAT and corporation tax) online, I think that
we are going to have to get used to not being able to telephone HMRC.
Of course this is a cost saving exercise.

I can foresee the day when we are going to have to do it all online.
All correspondence will be handled online, and paper letters etc. and
enclosures will not be answered, or will take so long as to be not
worth doing. All accountants would have to register with HMRC, have
64-8's for all clients and all taxes etc."

Accountants need to start a campaign about HMRC simply not being able
to do what they are supposed to do.

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