BDO welcomes proposals to improve HMRC customer service
BDO welcomes proposals to improve HMRC customer service
Responding to today's report from the CIOT and the ICAEW on tackling HMRC's customer service challenge, Dawn Register, tax dispute resolution partner at BDO said:
"We welcome these recommendations for improving HMRC's customer service levels.
"All too often, taxpayers and their agents are left tearing their hair out when trying to contact HMRC to try and resolve relatively straightforward issues - only to be met with delay, needless bureaucracy and inconsistent advice.
"Although we support HMRC using digital support and online guidance, it can be challenging for taxpayers to get the correct answers, particularly those who are unrepresented by an agent.
"The UK tax system can be complex and illogical. Directing people to online advice does not always hit the mark and bespoke support is sometimes necessary.
"Among the report's recommendations are some very sensible measures. For example, too many cases that are complex in nature simply can't be resolved by HMRC's standard customer service teams and need to be escalated at an early stage to avoid unnecessary delay and confusion.
"Allied to this is the seemingly perennial issue of the education and training of HMRC staff. If taxpayers are told different information by different HMRC officials it can undermine trust in the system as a whole.
"We would hope that the new investment announced at the recent Budget will be used wisely to tackle some of these issues without delay."
ENDS
Note to editors
Accountancy and business advisory firm BDO LLP provides integrated advice and solutions to help businesses navigate a changing world.
The organisations we work with are Britain’s economic engine; entrepreneurially-spirited, high-growth businesses that fuel the economy.
We understand the ambitions and entrepreneurial mindset of those we work with and have the global reach, integrity and expertise to help people and businesses succeed.
BDO LLP
BDO LLP operates in 18 offices across the UK, employing 8,000 people offering tax, audit and assurance, and a range of advisory services. BDO LLP is the UK member firm of the BDO international network.
BDO’s global network
The BDO global network provides business advisory services in 166 countries and territories, with more than 115,000 people working out of 1,776 offices worldwide. It has revenues of US$14bn.
Contacts
Frank Shepherd
BDO Senior PR Manager
frank.x.shepherd@bdo.co.uk
07812 463601
"We welcome these recommendations for improving HMRC's customer service levels.
"All too often, taxpayers and their agents are left tearing their hair out when trying to contact HMRC to try and resolve relatively straightforward issues - only to be met with delay, needless bureaucracy and inconsistent advice.
"Although we support HMRC using digital support and online guidance, it can be challenging for taxpayers to get the correct answers, particularly those who are unrepresented by an agent.
"The UK tax system can be complex and illogical. Directing people to online advice does not always hit the mark and bespoke support is sometimes necessary.
"Among the report's recommendations are some very sensible measures. For example, too many cases that are complex in nature simply can't be resolved by HMRC's standard customer service teams and need to be escalated at an early stage to avoid unnecessary delay and confusion.
"Allied to this is the seemingly perennial issue of the education and training of HMRC staff. If taxpayers are told different information by different HMRC officials it can undermine trust in the system as a whole.
"We would hope that the new investment announced at the recent Budget will be used wisely to tackle some of these issues without delay."
ENDS
Note to editors
Accountancy and business advisory firm BDO LLP provides integrated advice and solutions to help businesses navigate a changing world.
The organisations we work with are Britain’s economic engine; entrepreneurially-spirited, high-growth businesses that fuel the economy.
We understand the ambitions and entrepreneurial mindset of those we work with and have the global reach, integrity and expertise to help people and businesses succeed.
BDO LLP
BDO LLP operates in 18 offices across the UK, employing 8,000 people offering tax, audit and assurance, and a range of advisory services. BDO LLP is the UK member firm of the BDO international network.
BDO’s global network
The BDO global network provides business advisory services in 166 countries and territories, with more than 115,000 people working out of 1,776 offices worldwide. It has revenues of US$14bn.
Contacts
Frank Shepherd
BDO Senior PR Manager
frank.x.shepherd@bdo.co.uk
07812 463601