HMRC Awarding Themselves Annual Bonuses | Fact! (FOI)

Up to 15% of HMRC staff get an annual bonus of 2.5% per annum (based on their managers say so)

It pays to keep your manager sweet at HMRC!

A corrupt financial incentive system operates at HMRC as exposed by the Freedom of Information Act.

This explains why HMRC staff have got more aggressive in the last five to six years.

It also confirms for me that a lot of senior management who have overseen this system and implemented it need to go, otherwise why keep it so quiet?

HMRC award themselves bonuses just like the banks. It is a public disgrace.

HMRC staff have repeatedly denied that any financial incentive scheme was in place. A blatant lie !

Following a Freedom of Information Act request to HMRC for details the truth is finally out!

HMRC hold your heads in shame!

Why try to hide something unless you KNOW it is fundamentally wrong.

See the full HMRC Bonus Incentive System article.

Survey

 

 

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Are There Bonuses or Financial Incentives for HMRC Staff? Yes….

Do HMRC Staff Get Financial Bonuses and Incentives?

I have been totally flabagasted and dismayed at the behaviour of many Inspectors during Tax Enquiry cases over the last five years or so.

I have been involved in advising accountants and taxpayers involved in tax enquiries on a consultancy basis for many years and HMRC Inspector’s behaviour has definately deteriated dramatically.

I had my suspicions as to the driving force behind such bad behaviour and after off the record comments by a few Inspectors when pressed on the issue…

Freedom of Information Act request for details about HMRC Bonuses and Financial Incentives

Some (many if not most) Inspectors at HMRC behave very aggressively and are often personally very intimidating and increasingly so. This made me wonder if financial incentives and financial bonuses were at least partly to blame for this increased aggressive and often unreasonable approach by HMRC.

What I got back from the Freedom of Information Act request in December 2011 truely shocked me.

It has been rumoured for a while now that HMRC staff get financial bonuses and financial incentives for meeting targets but HMRC regularly deny it.

Liars…. frankly that is the only word applicable when they deny it. Try asking during the tax enquiry… they are very shy about this. But now you know the truth…

IT’s TRUE HMRC Staff get financial incentives and financial bonuses.

So next time you come across a very agressive and unreasonable Inspector at HMRC during an enquiry trying to sqweeeeeze more tax out of you based on very dubious arguments and with no evidence to support his or her demands you now know WHY !

It is financially in his or her interest to do so, and complaining to their manager usually falls on deaf ears.

They are in it together…

Why is it Bad That HMRC Staff are Financial Incentivised?

There are a whole host of reasons two of which are:

1) the increased powers given to Inspectors recently, and

2) a highly complex and often vague set of tax legislation and law often still based on contradictory tax cases

.. are some of the reasons this is totally wrong and corrupt. It explains alot about HMRC’s tactics in many tax enquiries.

Here is a recent example ….

I have a lovely detailed letter from an Inspector at HMRC about “capital” costs claimed in a CGT disposal being denied as “revenue” expenditure by an accountant I give consultancy advise to about tax enquiries. Her letter quotes around six cases and altogether we have between us quoted around eight plus cases plus dating back over around 100 years talking about what the “entity” is for example is the “roof” the entity or the whole building and what is a “repair” and “revenue” or “capital” expenditure.

Her letter states “although the tax cases may appear contradictory” … that just about sums it up nicely…

However, next time an HMRC Inspector tries to suggest that large expenditure on repairs is not deductible as it is “capital” expenditure and not allowable against rental income I think I will enjoy using their own argument back at them and maybe even point out I am quoting HMRC themselves….

As the tax involved was £1000 and HMRC had after two years of very agressive tactics finally agreed not pursue over £80,000 as their case and argument was non existent on the other issues the client did not want to go to Tribunal over just £1000 it would not have been cost effective and after a two year saga with HMRC. The client was just pleased to see the back of the tax enquiry so they could get on with their lives in peace.

Why did HMRC “try it on” for the £80,000 for two years? Financial incentive…. They only gave up when they knew we would take it to Tribunal.

I have another large case I am monitoring where the Inspector is determined at present… with no evidence on the part of HMRC and lots of evidence from the taxpayer that HMRC are wrong and given to HMRC on some of the key points… I wonder if that one will be going to Tribunal I am sure the Inspector will push it as far as he can. He has for the last two and a half years. He has been very aggressive throughout. He won’t even explain his case fully (presumably as he does not really have a justifyable argument or case against the taxpayer). He just comes out with comments like “this is HMRC’s opinion” (I hear that a lot) but with no detailed explainations behind HMRC’s reasons. That I suppect that is because he is trying it on. Targets to meet….

HMRC have to work within the Law. They cannot just make it up as they go along.

Personally I think the Inspectors have pressurised the taxpayers in these recent cases and other I have seen as they are going hell for leather for their targets and financial incentives.

In two out of the three recent cases HMRC have backed down pretty much completely as they know they have a fight on their hands and they know in all honesty they were trying it on with flawed incorrect arguments.

However many accountants don’t have the experience, time, or resources and clients often to not have the funds to pay their accountants to deal with aggressive attacks by HMRC and many taxpayers are simply scared to death of HMRC even if they have nothing to hide.

I have seen lots of cases like that over the last 20 years.

Do you think HMRC play on that?

I know what I think.

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HMRC To Appeal Tribunal Penalty Ruling

HMRC is to challenge a tribunal ruling that criticised it’s penalty practice of allowing fines to accumulate before issuing penalty notices.

The taxpayer (claimant) in the original decision, Hok Ltd did not submit it’s PAYE employers annual return by the May deadline.

The company’s one employee ceased employment during the year and Hok was unaware a return still needed to be filed.

HM Revenue & Customs failed to send out any the penalty notices until October, which allowed the penalties to accumulate and increase substantially.

Tribunal Ruling in Favour of Taxpayer (Hok Ltd)

Geraint Jones QC the Tribunal Judge (Chairman) in this case ruled that Hok was only liable to pay the £100 original fine.

The Tribunal Chairman also strongly criticised HMRC for failing to act in good conscience.

In our judgement there is nothing fair or reasonable in setting a computer system so that it does not generate a penalty notice until four months have gone by from the date of default.” the Judge said.

We are in no doubt that the computer system could easily be set to generate a single £100 penalty notice immediately after the 19 May in each year. That is the course that a fair organ of the state, acting in good conscience towards the citizens of the state, would adopt.” the judgement added.

HMRC’s decision to challenge the rulings would result in a binding decision in the Court of Appeal that could lead to HMRC changing its processes if it was unsuccessful.

Comment:

HMRC not “acting in good conscience towards the citizens of the state” surely not?

I see that sort of behaviour from HMRC…. MOST DAYS !

Dear Geraint Jones QC, why do you think HMRC are happy to take six weeks or more to issue UTR references to new self assessment cases in December and January? Becuase they hope to extract more penalties from taxpayers?

There are so many penalties, often substantial amounts of money, enough to liquidated a lot of small businesses. The penalty system is a cover up frankly of HMRC total inability to do anything? So they pass the buck completely over to the taxpayer, every single time.

The problem with the tax system now is that those trying to comply and in this very complex hard to comply with tax system get hammered for the slightest mistakes.

But what effort is HMRC actually making to collect tax from the black market and people evading the tax system? VERY little by comparision as that would actually require that HMRC did some hard work.

Often when I call to speak to Inspectors at HMRC they have often left the office for the day by around 3.30 or 4pm? I have called to find Inspectors still out at lunch at 3pm on more than one occasion in the last year.

The tactic is to tackle the easy targets and not actually do any hard graft.

I have seen numberous tax enquires gone of for two years or more over very small amounts of money as HMRC pursue small businesses they think won’t or cannot afford to fight back and will just cave in and pay up. Very often I seen HMRC walk away with nothing or very little for the time and costs involved.

Why is that?

Firstly Inspectors have far to much power,  not enough accountabilty, and are oftern very poorly supervised by Managers looking for bonuses and promotions. Many try to make the rules up as they go along and bully taxpayers.

Secondly, Inspectors are driven by targets in order to get promotions, payrises and bonus payments. (I have made a Freedom of Information Act request to substantiate this) so it is fact.

Thirdly, the complaints system within HMRC is very weak. In tax enquiry cases particularly (which are often the worst cases) complaints officers often say they cannot get involved as Tribunal (which is very expensive) is the route for taxpayers to appeal.

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HMRC Self Assessment Helpline Number 0845 900 0444

Whats the Telephone Number for HMRC About Self Assessment?

If you need to speak to HMRC about your Self Assessment tax return HMRC’s central telephone number for Self Assessment is 0845 900 0444.

Be prepared to be on the phone for an average of 20 to 30  minutes (cost circa £1  and likely a lot more from a mobile) listening to music and have to go through about 1 or more “press 1 for, 2 for” senarios. See my post http://taxblogs.co.uk/?p=167 about just how dithering and frankly uncommitted HMRC are to vastly improving telephone customer service.

The pres 1 for.. 2 for… is mind blowingly confusing, way to complex and VERY time consuming. Sometimes you press a 5. say then after a 15 minute saga the recorded voice at the end says “call back later..” and then hangs up! I have had that a few times now. It is insane. The whole HMRC telephone system is very confusing for novices at calling HMRC and even us seasoned professionals or experienced callers to HMRC cannot fathom the options some of the time.

HMRC state they make no money out of the 0845 number system. But someone is ! Their telecommunications supplier ! Whoever it is (it is not publically stated yet as far as I can see) by my estimate they are making a lot of money out of HMRC’s lack of organisation and poor service and the use of 0845 numbers.

Assuming only 5000 callers to HMRC a day on the phone for an average 30 minutes at 3p per minute (assumes no calls made from mobile phones either) the telecommunications supplier will be making at least £4500 a day out of the phone mess at HMRC, thats a coll £1.1 Million pounds minimum a year.

The likely number of callers and length of a lot of calls to HMRC a day is much more likely to be substantially more than this so the profit could easily be £4 Million plus a year. What a waste of taxpayers money. This money could be better spent on things families and people really need! In times of hardship… HMRC don’t give two hoots. Watch the Dame Lesley Strathie, HMRC’s Chief Executive and Permanent Secretary, and the Treasury Select Committee interview

I have asked HMRC how much time is spent on calls to 0845 number and HMRC claim not to know… (more like they don’t want to know…)

It is worth noting here that HMRC have been heavily critised by Parlimentary Select Committees at least twice about the use of 0845 numbers long waiting times for callers etc and the cost to taxpayers calling HMRC. But it is clear that HMRC senior staff feel they a law to themselves and shrug off MP’s complaints and demands. HMRC are supposed to be changing to 03 numbers which are cheaper to call generally. However suprise suprise it is taking HMRC YEARS to do anything about it.

Other big companies and organisations manage to run simple reliable telephone call services why can’t HMRC? Poor management it is as simple as that. Excuse after excuse from HMRC.  If HMRC cannot do the job, they HMRC needs replacing with something much better organised and efficient.

Also be aware that HMRC are NOT always right in the advice they give out. In fact in my experience a lot of the time they are very wrong.

Therefore ALWAYS take the name of the person at HMRC you speak to and a call reference if they will offer one.

Always make a diary note or other record of the call too in case the advice given to you by HMRC turns out to be wrong.

Problems Getting a UTR Reference (Unique TaxPayers Reference)

If you are calling HMRC for a UTR reference so you can file a Self Assessment Tax Return HMRC informed me today when helping a client get one that it is taking up to SIX WEEKS to issue UTRs at present.

I have been trying for the client I called with today (again), and so has the client themsleves since the beginning of December 2011 and HMRC fobed the client and me off with various questions or excuses.

They FINALLY agreed to send out a UTR today.

HMRC just seem to make life difficult for people trying to comply these days. Quite possibly that is so they can collect extra in fines?

I cannot see any other reason to make basic things difficult for taxpayers, especially Taxpayers new to the extremely complex Self Assessment system, other than to try and collect extra in fines from taxpayers?

After a very frustrating telephone call today to HMRC that lasted over 40 minutes (25 listening to music with messages like we will get to you soon… type rubbish) to then speak to a rather rude and unhelpful member of staff at HMRC (not at all uncommon) I finished the day thinking if I never had to speak to HMRC again what a better place the world would be.

Note To George Orbourne About HMRC

Dear Mr Osbourne, if you wonder why there is so much uncollected tax spend a few days trying to speak to HMRC on the phone.

Try writing them a letter and see if you get a reply. Normally they don’t even bother replying to letters these days or take ages to do so.

HMRC is a complete shambles and getting worse by the year.

Inefficient, time wasting, rude staff, poorly trained staff and DEFINATELY NOT customer focused.

It is a joke frankly, and as Chancellor of the Exchequer untimately your are responsible for this shambles of an organisation.

I have been a qualified tax adviser for over 20 years, some of the complete rubbish HMRC staff come out with these days is a disgrace, or worse it is very misleading for taxpayers, and under Self Assessment HMRC will simply blame the taxpayer no matter what HMRC have advised on the phone.

HMRC is no longer an organisation fit for purpose….

Many HMRC Staff Themselves Very Unhappy and Disillusioned

Speaking to HMRC on a regular basis it is clear that many HMRC are unhappy with the organisation themselves. I hear it all the time from HMRC staff themselves. Many are dissillusioned about the way HMRC is run now.

Many of these staff at HMRC are just trying to do their best in an organisation that is so poorly organised.

It’s not lack of staff that is the problem, it is the use of those resources and management level failures that is making the situation so poor.

Who is to blame?

The Treasury and Senior Management at HMRC are fair and squarly to blame for such a poor situation at HMRC.

But as Government (of whatever party) seems totally unable to get a grip of HMRC and turn it into a fit for purpose organisation the extremely bad state of HMRC is likely to just get worse with time, as it has steadily been doing so over the last five or so years.

And the PAYE Coding system is so badly flawed like a number if HMRC systems, but that’s another story… (likely to roll on and on and on…..)

Boy oh boy. What a mess…

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Dave Hartnett Head of HMRC Criticised By Public Accounts Committee

Dave Hartnett Bends The Rules for the Likes of Goldman Sachs?

Dave Hartnett has yet again come under fire for significant failings at HMRC.

However things are not necessarily as they might first seem, they are worse.

Public Accounts Committee Chair Rt Hon Margaret Hodge (Labour) and Rachel Reeves

Sadly, politicians behave in an unhelpful party tribal manner. This morning. I saw Rachel Reeves being interviewed on Sky about the Public Accounts Committee report into HMRC’s failing.

I confess I had never heard of Rachel Reeves before her being interviewed on Sky News.  Rachel repeatedly blamed the Government and her emphasis was more on the government failing in respect of the uncollected taxes than HMRC.

Dave Hartnett was appointed under Labour and despite heavy criticism has kept his job on a number of occasions. I cannot help but wonder whether someone in the private sector would have retained such a leading role in those same circumstances? I doubt it.

Since watching the news on Sky this morning I thought I would find out a bit more about Rachel Reeves, as I had not heard of her before.

Surprise surprise she is the Labour MP for Leeds West. Many of the pictures on Rachel’s website are in schools and other public operation, and her “campaigns” are also mainly public service jobs and development, not private sector . I did not see any photo calls or campaigns with private businesses which might explain one of her comments in the interview. Her bais certainly seems to be towards supporting public service rather than private enterprise.

I am what is termed a “floating voter” in the last 20 years I have voted Conservative, Labour and Liberal Democrat.

In fact I as far as I can see I  am one of many floating voters from my generation (I’m 48). I vote  for the individual leader, and party who I believe is best capable leading their party and indeed Parliament to make sensible balanced and good decisions for this country.

It is clearly my opinion at the time of voting, and often sadly based on the often garbage and rhetoric the voters are fed by almost all politicians in the UK. After all if you asked most people if politicians tell the truth probably 90% would say no.

One of the things that Rachel Reeves said during her Sky interview (as far as I can tell she is not even in the Public Accounts Committee – source Parliament website) made me feel it is there is a “them and us” “public workers v private sector” situation starting to develop unlike anything before. Not least due to the public sectors demands for pension rights that 90% of private sector workers could only dream of.

One of the main uses that  Rachel Reeves said  the extra £25 billion lost tax should be used for would be reducing the cuts to public services.

Rachel Reeves made no mention of increasing jobs in the private sector with the addition tax !

This is very telling.

It certainly seems to promote a “them and us” situation. Maybe what’s now needed is a “Union” for all workers that are not in the public service and work only for private sector employers, to give it more of a balance.

It’s it sad that the public sector seem to see themselves a special with preferential rights? I thought the whole idea of public sector work was public service. If that is not true and it is more about smash and grab then I think a lot more services should be privatised.  I would not have not been in favour of that until now and am not sure it is what I really want.  BUT if public service is no longer about service and more about “what I can get out of it” then privatise the whole lot is how I feel.

With public sector workers demanding continued unsustainable pensions and going on stike to try and force that one the rest of us. Approximately 21% of the population are public sector workers of who 90% have a good pension arrangement. The 80% in the private sector or unemployed, retired, or below working age only 10% have a good pension arrangement.

That means of the 62 Million people in the UK around round 12 Million public sector workers will retire with a good pension largley paid for by the other 50 Million people.

So are the 13 Million public sector works holding everyone to ransom? If they get what want now, and if it turns out not to be sustainable won’t they only have to pay large chunks it back in tax when we all retire? Remember at that point the 80% of the voting population poor pensions will vote to even things out again!

Political wins are rarely lasting. Personally  think it is inevitable that if the public sector workers succeed in securing a level of pension funding that is unsustainable the only optionin the short term is then to reduce another of public sector workers to reduce the cost to the country to an affordable amount.

Ironically I therefore believe that as the unions havea lot of power and as the government will largely have to back down in the short term I believe that ironically the unions themselves will be the direct cause over time of the number of public servants reducing.

This is likely to mean that more public services will be privatised in the next 5 to 10 years.

So Why Is All Not What It Might Seem With HMRC?

Newspapers love catchy headlines. Referring two dinners with leading businessmen by Dave Hartnett and deals to reduce their tax make great headlines.

As far has HMRC is concerned however the root of the problem is far more basic and serious.

There is a high level of sheer incompetence amongst tax inspectors within HMRC.

One Example of Many I have Come Across

I will give you what one example of many I have come across over the last 5 years.

One of the cases I have been responsible for negotiating for the taxpayer against HMRC was a local bus company that did school runs for the most part.

The bus company did not have sufficient parking for all the school buses, plus the school bus run starts very early in the morning and the drivers often lived nearer the collection points  than the bus depot and other factors for organising the business like this.

HMRC argued for two years that this constituted a car or van benefit on the driver and that he appropriate forms (P11D) were incorrect and that the company had committed a findable offence and had to pay the tax.

HMRC proceeded to try and enforce their opinion very agressively despite numerous arguments and technical points raised to the contrary including that no private use was allowed by the contracts with the drivers.  Indeed early on it became a formal complaint case about  HMRC behaviour and handling of the tax enquiry.

HMRC then said that they were going to raise assessments to collect approximately  £500,000  which would have bankrupted the company with the lose of around 80 to 100 jobs, large numbers of children, some handicapped, potentially losing their school bus facility. In turn this would affect all the families, schools and other local businesses, plus the increased number of parents cars doing the school run affecting traffic. A catostrophic all round result, but HMRC were determined…

HMRC finally and very reluctantly backed down when it was pointed out that the minibuses were over the 3500 kg weight referred to in HMRC’s own internal manuals at Employment Income Manual EIM22725 and exceeded the “van” weight and outside the benefit in kind rules.

The client had however lost the will to fight over some other minor issues and paid around £1000 tax to HMRC on the other issues.

Two years of an Inpectors time, and lots of wasted time for our client and unnecessary cost.  HMRC even had to pay most of the accountants fee to the client which exceeded the £1000 tax raised because of their bad behaviour and flawed arguments.

This is certainly not an uncommon example of a small privately owned company under attack by HMRC and why HMRC is indeed in need of a major overhall.

I see it all the time.

HMRC wasting everyone’s time and money with flawed arguments and lack of real knowledge of the law they are supposed to enforce.

Just like most career politicians have never had a normal job for very long if at all, most tax staff have very little knowledge of how business really works, or inded the tax law they are supposed to be working within.

The number of time I hear accountants complain that “HMRC  just seem to make it up as they go along“ is most days now.

Senior management at HMRC is responsible for training and supervising the actions of it’s staff. But they are not held to account.

Rachel Reeves said that the current government has cut over £1 billion from HMRC’s budget and that perhaps this should be reversed.

I for one certainly do not think that any more money should be spent on HMRC until HMRC show at this would be money well spent.

What HMRC really need is a substantial overhaul in both the way they do business and the way they interact with taxpayers generally.

The example I have used above may not be the Goldman Sachs’s  of this world as it is a relatively small to medium-sized employer not a massive bank.

However I do not believe that reporting or the understanding of people like Rachel Reeve, or the Public accounts committee have fully grasped the true root of the problem at HMRC and tax in the UK generally.

Certainly Dave Hartnett and others should not be treating large businesses on unfair or bias basis.

However I think it is far more likely that HMRC in the case of Goldman Sachs were suggesting tax was due based on opinions of the tax law which were either debatable or fundamentally flawed and that is the reason why HMRC did not pursue collection of some of the tax. Ultimately no doubt HMRC believed that they would not win the technical arguments they were pursuing if it went to court .  Personally I doubt that it was favouritism although that makes far better headlines.

Dave Hartnett and other senior managers should be held to account for the failings of HMRC for certain.

Root Of The Tax Problem With HMRC

One of the main root causes for so many disputes between HMRC and taxpayers is the vague unclear and indeed unhelpful way that most tax law is worded.

We still rely in the world of tax on tax court cases which form a large chuck of the law and go back over the last 200 years. Before the age of cars, the internet, mobile phones, and modern business practices and employment.

Even HMRC’s understanding of what is a mobile phone is completely archaic and out of date. Basic stuff is ridiculously outdated and unhelpful.

What Rachel Reeves needs to understand when talking in a politically tribal fashion is that  a large chunk of the tax law that we now work with was introduced under the Labour government and is the root cause of why so many disputes arise between taxpayers and HMRC.

On the pensions front Gordon Brown when he was Chancellor almost single handly destroyed private pension viability by changing the tax rules that affect private sector pensions all in the name of proping up public sector jobs and pensions! It is crazy and frankly unsustainable.

In UK tax law one of the fundamentally unfair issues in the tax system is that the taxpayer is “guilty until proved innocent” unlike other law in the UK. A taxpayer has to prove that HMRC are wrong, not the other way round. That part of tax law is one of the main reasons HMRC behave often very arrogantly, aggresively and unfairly. HMRC Inspectors know that many taxpayers cannot afford a fight either financially or in the time it will take, detracting from their business focus.

Only big businesses can afford a fight with HMRC or small determined ones, and they are not villains for doing so, in fact the truth is that without their willingness to take on the fight with HMRC many smaller businesses would suffer greatly.

Just one example of this is a Marks & Spencer’s leading VAT case that enabled many businesses who Customs and Excise refused to pay back overpaid VAT to, had to in the end refund VAT to going back to 1973 as HMRC had been both arrogant and foolish in the way they had interpreted the law.

It would therefore be foolish for most ordinary citizens especially in the private sector to complain about many of the big businesses in the UK who create so much employment and wealth within this country compared to the public service who simply use the wealth created to try and create good services for all the citizens of this country. Without big businesses there would be no public service.

With such complex tax law and with an extremely aggressive HMRC towards small and medium-size businesses HMRC spends a lot of time arguing instead of doing.

It would be more productive if HMRC would spend less time arguing technically complex cases and stead spoke to the Treasury about simplifying the law and spent the resources they have in ensuring they collect the tax that they know is clearly obviously due under PAYE or CIS which they seem to so often fail to do.

Goldman Sachs is just the tip of the iceberg.

The real “iceberg” though is the fundamental  failure of HMRC to collect tax fairly, efficiently and focus on the real areas in which tax is being lost to the Exchequer which is fair and squarely down to extremely poor management HMRC.

 

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HMRC Launches New Email VAT Question & Answer Service

 HMRC has launched a new email service to handle VAT enquiries.

The new VAT Q&A service  is a welcome improvement to HMRC services.

Professional bodies and the  Tax Faculty of the ICAEW have been asking for an email facility for sometime.

The VAT queries service can be accessed from the ‘Contact us’ section of the HMRC website.

UK VAT Registered Businesses Question Form Online

UK VAT Registered Businesses can submit VAT Questions using a UK VAT Registered Businesses Question Submission Form.

UK Unregistered Businesses Question Form Online 

Non VAT registered UK Businesses can also submit questions by email using a dedicated non VAT registered business question form.

 In general, HMRC’s preferred option is for you to find the answer to your question on the HMRC website. If this fails, contact details are shown for the VAT telephone helpline on 0845 010 9000, email and post.

 Where possible, HMRC strongly recommends that you submit written questions about VAT by email, as it expects to reply to questions more quickly this way. HMRC suggest that only particularly long questions, or those where you need to attach something, should be sent by post.

VAT Helpline Number 0845 010 9000

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How Many Complaints Does HMRC Receive A Year?

HMRC received 73,455 complaints in 2009-10 compared to 87,279 in 2008-09.  A fall according to HMRC of over 15% for the year according to HMRC’s 2009-10 Accounts Statement.

Most complaints are dealt with by HMRC, with a small proportion being referred via MPs to the Parliamentary &Health Service Ombudsman (PHSO). In 2009-10

The PHSO will normally look at a complaint only once it has been considered by the Adjudicator.

The Adjudicator aims to act as a fair and unbiased referee looking into complaints about HMRC.

In 2008-09, the Adjudicator took on 2,133 cases for investigation. 1,681 investigations were completed of which 34 per cent were upheld either wholly or in part.

Why are less people complaining (according to HMRC?)

The fall in complaints is not however necessarily as less people are unhappy with the service from HMRC.

These figures could have been influenced by the long waiting times to get through to HMRC on the phone and the cost and time spend on hold listening to messages about their website which deters people from complaining.

Plus in difficult financial times people have other worries.

…and HMRC have received a lot of bad press over the last few years, with error after error, data loss, PAYE coding errors, poor telephone service as some examples so it is possible people think the press has already taken up their complaint issues already and there is less point in them making a complaint personally? or even that nothing will change even if they do complain as little seems to change even after so much bad press coverage?

I heard a report this week that HMRC IS NOW COMPLAINED ABOUT THAN THE BANKS !

Whether that was true or not I have not been able to verify personally but it certainly struck a cord for me sounded totally feasable.

I also think many people would be frightened to make a complaint against HMRC and see HMRC as a very powerful organisation they don’t want to upset or complain against.

So if the report about the complaints being greater than the banks is true then the reality is that the number of people very unhappy with the service from HMRC is potentially much greater than those 73,000 that actually went as far as making a personal complaint…

 

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HMRC 0845 Numbers | Complaints About HMRC Telephone Service

It seems we are not the only website highlighting complaints about HMRC 0845 numbers and the costs and extemely poor service involved.

We (Taxation News) raised this issue with HMRC on the 8 April 2011 and this was HMRC’s response:

An HMRC spokesman said:

“HMRC receives no revenue through its use of 0845 numbers. However, HMRC recognise that the cost of calling its 0845 helplines can be an issue for some customers and has commenced a review of its numbering strategy. The review is looking at a range of short and long term options that will examine these issues, particularly around call charges for those customers from disadvantaged groups and/or those who use mobile phones.

“HMRC will consult informally with interested parties and stakeholders to inform its strategy. The review will be concluded during the current year and any changes will need to balance the costs to the customer against the cost to HMRC and the likely impact on service levels.”

Why consult “informally” what’s to hide?

The following is an extract from a Parliamentary Treasury Select Committee meeting with HMRC in March 2011 which hightlights HMRC’s lack of committment and indeed shocking lack of preparation for the Treasury Select Committee meeting. The following video shows Lesley Strathie, HMRC’s Chief Executive and Permanent Secretary, and the Treasury Select Committee regarding 0845 numbers and progress (or lack of it) in replacing them.The general conclusion of the Select Committee refers is that “HMRC have aspirations but no progress or clear committment to change” (sound familiar…?)

One of the most worrying things that comes across is HMRC’s aim tomove to a single [telephone] number” as confirmed by Lesley Strathie in the video clip which seems likely to be an 0345 number” When that day arrives you may as well give up all hope of every getting through to HMRC as with an organisation the size of HMRC you will be lost in the telephone world of press 1 for…. press 2 for…. press 3 for… over and over again… thats when the system is now down…)

In the video Lesley Strathie, HMRC’s Chief Executive and Permanent Secretary is unable to many of the Treasury Select Committes’s questions and as her excuse says “HMRC is a large business”? As she is not able to answer most of the questions asked it does beg the question how to make HMRC more accountable when it’s own Chief Executuve (with three other senior HMRC officials sitting with her…) cannot answer questions about HMRC and it’s strategy or plans with regards to 0845 numbers.

Just maybe the answer is to break HMRC up into regional accountable departments and reduce it’s national size. Maybe HMRC is simply too big to function properly in it’s current form and under it’s current management?

The Treasury Select Committee don’t seem to have much power to change HMRC either so what hope is there for any improvements? As the Select Committee point out in the video little has improved in the last 18 months presumably since the last grilling by the Treasury Select Committee about the HMRC telephone service.

“How much do calls to 03 numbers cost?

Calls to 03 numbers cost no more than a national rate call to an 01 or 02 number. They must also count towards any inclusive minutes in a phone contract in the same way as 01 and 02 calls.These rules apply to calls from any type of line including mobile, BT, other fixed line or payphone.Revenue sharing – where the dialled organisation can receive a share of what the consumer pays to make a call – is not available on calls to 03 numbers.“

http://consumers.ofcom.org.uk/2009/10/how-much-does-a-phone-call-really-cost/

The Ofcom call cost guide states:-

“Many organisations use 03 numbers as an alternative to more expensive 08 numbers.

How much do calls cost? Calls cost no more than calls to geographic numbers (01 or 02) and must be included in inclusive minutes and discount schemes in the same way. Calls from landlines are typically charged between 1p and 9p per minute, calls from mobiles typically cost between 5p and 31p per minute. Calls from landlines and mobiles are included in free call packages.”

HMRC’s 2009 Department Autumn Performance Report the latest I could find however paints a rather different picture of it’s service than many of the complaints we see on a regular basis…
“We continue to develop and improve our services, enabling customers to fulfil their tax obligations and receive the benefits to which they are entitled more accurately, quickly and confidently. As a result we have seen the number of complaints we receive fall across the Department, with levels to the end of October 18% lower than the same period last year. Improvements in the number of telephone calls and handled by our contact centres during April to June rose by 25% compared to the previous year…”

That’s probably as no-one can get through on the telephone to make their complaint ! ! !

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Share Valuation – S Patrick Erdal v HMRC (HM Revenue & Customs) [2011] UKFTT 87 (TC) (26 January 2011)

The recent Tribunal Case of S Patrick Erdal v HMRC [2011]

If you are involved with share valuation you might well fine a read of the recent Tribunal case of S Patrick Erdal v HMRC which looked at share valuation principles rules in January 2011 helpful.

The company whose 31 March 1982 valuation was being argued at this Tribunal Hearing was Tullis Russell & Company Limited

There is a good discussion of the valuation factors taken into account and interesting the case ruling itself refers to valuation being “more of an art than a science“.

http://www.bailii.org/uk/cases/UKFTT/TC/2011/TC00964.html

Interestingly there is also a share valuation arrived at with a calculation by the Tribunal.

This above case is definately worth a read for anyone involved with share valuation.

I would say that one of the lessons from this Tribunal ruling is don’t let HMRC bully you into trying to accept silly valuation such as like they often come up with !

I recently dealt with a tax case where HMRC suggested that they opinion of the valuation submitted on form CG34 would be the equivalent of £3.20 a share but after some correspondence and seriously queries HMRC’s “evidence” (or rather total lack of it) £7.80 a share was agreed.  This is just one example of many. DON’T assume Share Valuation Division as they were know know what they are talking about.

I have had it confirmed by someone at Valuation Division that HMRC artificially lowered (or higher depending on the tax consequences!) their initial response in one case I dealt with as they said it’s a “horse trade” and hence they hoped an initial ridiculous low suggested value would bring the averaged compromise end result down. Not likely as HMRC’s suggestions were all  factless (a complete try-on) but it took standing ground and fighting the case to get a sensible value out of HMRC in the end. Fair on the taxpayer funding both sides of the argument effectively?

Over the years I have seen HMRC take quite a crazy stance on share valuations only to back down after they realize the taxpayer and their adviser in not going to back down easily and systematically pulls HMRC’s contentions and arguments apart.

So an art “share valuation” might well be, but an art based on a reasoned basis for all arguments, insight and experience not only of the actual valuation process but also how poorly HMRC tend to approach this subject particularly in recent years (experience) are important factors.

Credit to the taxpayer who represented himself in the S Patrick Erdal v HMRC tribunal hearing. I wonder though if the value agreed would have been even more in the taxpayers favour had he been represented by an experienced share valuer? That we will never know…

The problem with tax though is the burden of proof falls on the taxpayer so representing yourself in a Tribunal unless you are experienced or very well briefed could be a very risky thing as a Tax Tribunal is not usually friendly environment for the layman as a Judge sits in the Chair and Judges are not well known for being approachable, lets face it. It’s not about “reasonableness” as a layman might expect. It is highly technical and with so much tax law being vague, silent, or badly written proving the technical point is not always as easy as it might at first seem. HMRC love this no doubt baring in mind the burden of proof…

With the detailed analysis by the Tribunal and as the taxpayer had a tremendous amount of knowledge of a very long and complicated history of the company being valued going back a lot more that the 30 years knowledge required in this case for the 31 March 1982 valuation which almost certainly contributed to the partial success of the appellant (the taxpayer).  Maybe he had some support and advise before deciding to represent himself? Only he knows….

A word of warning about the new Tribunal system… it is nothing like the General Commissioners system which in my view gave taxpayers a fair and reasonable hearing for the most part.

The Tribunal system is sat before a Judge.  The opening comment of the Judge chairing a hear I recently undertook for a client said “in this room you call me “Sir” (glaring at me representing the taxpayer), outside you can call me what you like

(OK I WILL …. so “your a pompous idiot” and you should get your head back out of your own ….. and yes by the way you eventually issued your ruling late and outside the time recommended by the Tribunal to your a lazy pompous idiot too but of course there is limited comeback in practical terms  for my client as I am sure you already knew, and while I am at it that explains why your ruling was so short and didn’t quote any case precendents only “your opinion”. You RUSHED IT WHEN IT WAS LATE… and I had already expressed my verbal concern to the Tribunal about this a few times before you finally got round to issuing your ruling- well you did actually say I could say what I liked outside the Hearing….

The rest of that hearing went pretty much the same way.

I said to HMRC’s resprentatives in a break and after I could not even finish a sentence without “Sir” interrupting me” during my case being stated for the taxpayer “I bet when you give your 21 page speech the Judge does not interrupt you once” I suggested to HMRC outside during the break and sure enough (predictably) he didn’t.

Tribunal principles are also that no side “ambushes” the other with the idea fairness. Most of HMRC’s 21 page speech in that case I dealt with was not in the bundle or pre-stated case which is now the subject of a formal complaint to HMRC. Anyone used to dealing with HMRC this is not unusual but it is certainly unfair.

HMRC had already been accused of bullying and intimidation during that tax enquiry which led to the taxpayer taking it to Tribunal, which he could not have done without the goodwill and support of his accountants due to prohibitive costs of going to tribunal, full bundles, technical arguments etc. was already a formal complaint case before Tribunal as documents in the correspondence in the bundles. “Sir” stated that he could not comment on HMRC’s behaviour during the tax enquiry as it was not a technical issue for the Tribunal (how convenient!)

If you are planning go to Tribunal be prepared for the fact it could cost you easily in preparatio in time,  technical preparation and arguments easily four times as long or four times as much as going to one of the old General Commissioners Hearings. Fair? Justice?

For the average taxpayer, unlikely.

For HMRC? I am sure they much prefer the new Tribunal system to the General Commissioners. It is weighted heavily in HMRC’s favour as most taxpayers could not afford to take their case to the new Tribunal System and HMRC have far more resources to prepare their case than the average taxpayer.

In tax your guilty till proved innocent, or in other words it is up to a taxpayer to prove that HMRC are wrong.

What the Tribunal system fails to take into account is that for a variety of reasons that is often a very heavy burden of “proof” for a taxpayer to come up with.

In the  S Patrick Erdal v HMRC (HM Revenue & Customs) [2011] case there was evidence over 30 years old.

How many taxpayers have evidence going back 30 years? Need I say more….

 

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HMRC VAT Online Filing Update | Bit Late !

HMRC VAT Online Service Unavailable Late Notice! 8pm

HMRC VAT Online Service Unavailable Late Notice

HMRC VAT Online Service Unavailable Late Notice! 8pm

Better late than never? Not when it comes to HMRC updating it’s website about online filing service availablity!

We have been monitoring this all day and around 8pm this evening HMRC had the cheek to suggest the updated notice went on their website at 14.oo today !
It did not see my earlier posts.
Some would call this dishonest !
I certainly would !
I am totally shocked that late in the day around 8pm HMRC would suggest that they updated everyone at 14.00 today 2pm!
They are only 6 hours out !!!
Maybe HMRC hope most people won’t be keeping an eye on the the service availabilty page !  (at a time when the service is not working and everyone is keenly waiting for it to work again!?)
HMRC must be more stupid than we give them credit for ! With the service down all day lots and lots of people will have looked at the service availablity update pages saying service as normal today for VAT online filing (as captured and posted in my earlier posts today)
HMRC caught out ! Shocking…
Come on HMRC you loose ALL credibility when you put a 14:00 update on your website at 20:00 six hours late !!!
When people accountants, business admin staff etc arrive in the office tomorrow and see the updated message on HMRC’s website the update will actually be nearer 18 hours late!

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