Professional bodies raise concerns about HMRC service levels

Long-standing concerns about HMRC’s performance standards are the subject of a joint letter from the ATT CIOT ICAEW and to Myrtle Lloyd HMRC director general customer services. The professional bodies say they have ‘all largely refrained from making public statements or media comment expressing concerns about HMRC’s performance standards. However we are under considerable pressure from our members to demonstrate what we are doing about poor HMRC performance levels and to raise the issues with government parliamentary committees and the media. The impact on individuals and businesses of these delays is considerable.’

The letter lists particular areas of concern mentioned by members. ‘Issues seem to exist across a range HMRC services and can change over time. While not a comprehensive list the following issues get raised with us most frequently: self-assessment registrations and refunds correspondence about VAT grouping and...