How to submit successful HMRC complaints

The HMRC complaints process can yield effective results, provided they are on the correct basis.

In my time working at PKF Francis Clark, I have observed a number of complaints against HMRC about the handling of tax investigations. Usually where the HMRC complaints process is not followed, and communications are not directed to the correct person.

The problem with this is that it renders ineffective complaints, and HMRC will do their utmost to ignore it. This is a waste of time and potentially incurs costs to the taxpayer when the complaint is either not upheld or dealt with by HMRC.

The complaints process

For the best chance of success with a complaint against HMRC, you need to consider the HMRC complaints handling guidance and follow the HMRC complaints process.

In a nutshell, HMRC complaints operates on the following tiered system, which has four steps of increasing gravity:

1) Tier one

This is your initial complaint and will be HMRC’s first point at resolution. You should address your complaint to the office, or officer, dealing with the matter. Head the email or letter with ‘tier one complaint’ so there can be no doubt about the nature of your correspondence. With avoidance cases, I would go for either the Technical Lead or Channel Lead as a tier one target. HMRC’s specialist complaints handling team will then receive the complaint directly from that business unit or channel.

2) Tier two

If you do not achieve the desired outcome at tier one, and the client is still dissatisfied, then you can ask HMRC to review the matter once more. This should be a fresh review by a separate complaints handler from whoever responded to the tier one complaint. This way HMRC undertakes a completely fresh review.

Tier two complaints are very serious as the next step is recourse to the Adjudicator. The head of HMRC becomes aware of a complaint when there is a referral to the Adjudicator. I would direct your complaint to the person named within the footer of the HMRC letter. For avoidance cases this will be the Director of Counter-Avoidance.

3) Independent Adjudicator

The adjudicator is completely independent of HMRC but has an office within HMRC as part of their service level agreement.

4) Ombudsman

Complaints to the Parliamentary Ombudsman should be made through the client’s local MP in a letter for the attention of the Parliamentary and Health Service Ombudsman.

Setting out your complaint

• Firstly, think about what specifically is giving rise to your complaint and have in mind what you intend to achieve by making your complaint
• Take the reader (the complaints officer) through the complaint, set out what you are complaining about in simple terms, then flesh this out with a timeline of actions
• Think about what HMRC said or promised, what wasn’t delivered, and reference the relevant published HMRC Charter aims. For enquiry cases reference the commitments under the more recently published HMRC’s Professional Standards for Compliance, which should apply to all their caseworkers
• Summarise your complaint and what you are seeking to achieve. Drop out any emotive comments, do not make personal comments as regards the officer no matter how poor their conduct, remain respectful and let the complaints handler decide based on the facts and evidence you present. Keep the higher ground – you have been let down, you expected better.

Point out maladministration

When resolving a complaint, HMRC should consider compensation. Not only for distress – likely to be a small sum, so manage client expectations – but also for additional costs in relation to the fees incurred for extra work. If the complaint relates to basic maladministration, or inappropriate behaviour, you could also push for a write off of some, or all, of the tax, or to close an ongoing tax enquiry.

Maladministration for enquiry cases comprises failures in handling matters correctly, by reference to the guidance within the compliance handbook or enquiry manual. It also covers scenarios where you can demonstrate that officers have not acted in a fair and reasonable manner and failed to adhere to the taxpayers’ charter. The main point of the charter is a reliance on mutual trust. Therefore, if you feel HMRC have acted in a way that demonstrates a lack of trust on their part, then state it, loud and clear.

Subject access requests (SAR)

Under the UK General Data Protection Regulation taxpayers are entitled to access to the information HMRC holds on them. This can be achieved by lodging a SAR, which can be included with your complaint.

SARs are very useful tools when mounting a complaint. You can ask HMRC directly for their record of actions on an enquiry case, or simply for a copy of the self-assessment (SA) system notes for a client. Often HMRC will resist, but eventually should relent and supply you with a copy of their notes and actions.

For one of our own clients, the entries within HMRC’s SA system notes clearly demonstrated that the client had indeed sent in a letter at the time when the client had said they did. Despite this HMRC had repeatedly denied receipt. This led to a six-figure tax repayment and compensation for our wasted fees. If the circumstances are right, then always consider lodging a SAR in tandem with your complaint.

Conclusion

If there is no avenue to appeal a decision from HMRC, then complain in the first instance and follow the procedure. If you or the client are unhappy with HMRC actions, then complain. Also, if you feel there is something HMRC is holding back, or they have acted outside of their guidance, complain and consider SAR in tandem with the complaint.