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Let’s face it: dealing with HMRC can sometimes be a frustrating experience. Long waits on the phone, delayed tax refunds, and unanswered letters are just a few of the gripes taxpayers have. But is it worth your time to file a formal complaint?
When should you complain?
You might want to consider complaining if:
- HMRC made a mistake in your tax calculation
- You’ve been treated unfairly or disrespectfully
- There’s been a long delay in processing your return or query
- HMRC made an error they haven’t fixed despite you telling them
How to complain:
There’s a four-stage process:
- Online complaint: This is handled internally by HMRC. They aim to respond within 15 working days.
- Second look: If you’re not happy with the first response, another person at HMRC will review your complaint.
- Independent Adjudicator: Still needs to be satisfied? You can take it to the independent Adjudicator’s Office within six months.
- Ombudsman: This is the final stage, but you’ll need to go through your MP to get here.
What can the Adjudicator look at?
They can only consider complaints about:
- Mistakes
- Unreasonable delays
- Poor or misleading advice
- Staff behaviour
- How HMRC has used its discretion
Is it worth it?
Here’s the reality check: In 2022/23, about 35,000 people complained about HMRC delays. Only 4,742 received compensation, averaging about £150 each. That’s roughly a one-in-eight chance of getting any money back.
If it’s a matter of principle or you’re challenging unfair treatment, complaining just for compensation might not be worth your time. If HMRC has genuinely made a mistake or treated you unfairly, feel free to file a complaint. It’s your right, and it helps hold them accountable. However, if you’re expecting a large compensation, reconsider. Your time might be more valuable elsewhere. Keep in mind that HMRC resolves most complaints (98%) internally. So, start with a polite but assertive online complaint and see how it goes. You might be one of the fortunate ones who receive a prompt resolution without having to pursue further escalation.