Tax Complaints Double
HMRC pay out £354k in tax complaints redress; “Careless and avoidable errors” says Adjudicator
HM Revenue & Customs (HMRC) is being criticised for failing to stem a rise in tax complaints, which more than doubled in 2012-2013 compared with the previous year.
The Adjudicator’s Office, which handles complaints against HMRC and other bodies, said the rise was “extremely disappointing”, particularly as many cases included “careless and avoidable” errors.
In its annual report, the Adjudicator’s Office said it was “extremely disappointing” the volumes of incoming cases from HMRC customers did not reduce as it had expected. It added it had been forced to recruit a significant number of additional temporary staff to cope.
It was also critical of the way HMRC handled the complaints: “Many of the cases reviewed included careless and avoidable errors which had not been identified or put right during HMRC’s handling of the complaint.”
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