Used Web Chat last night (Saturday) at 9.45. I have just started a new job and my tax code was incorrect plus, after logging into the Government Gateway, I had an uncoded income recorded that was non existent.
Chap called Matt was incredibly helpful and sorted everything out for me with a minimum fuss. I was delighted at the faultless service. Well done and thank you.
Review by Opeloyeru Addisu1 month ago
I wish there was an option for minus stars.
I have been trying to call for 6 weeks and have even written - no progress.
Without doubt the worst organisation ever, and I have dealt with the CSA and SFE. NEVER answer calls. Totally appalling.
This organisation needs to be help accountable for its shocking service. If it was a train, power, communications private company they would be slated and fined.
Review by Janbb Mussgnug1 month ago
Almost impossible to contact. Definitely impossible to get a response. Imagine if customer care was this bad in business. Having customers wait weeks for a response, never answering the phone. Very poor government department which is, of course, a vital service for government and UK business. HMRC should be contactable immediately.
Review by Thalida1 month ago
HMRC not a good government run service yet
You pay your taxes and work your fingers to the bone for what NOTHING
Not a answer from a poor woman call taker,
Not a answer not satisfied HMRC
Lack of information
Government run I could do better
Dont ring guys no answers given yet you expect to drop all and at the click of your fingers YOU have to give them what they want but me 1 answer and am getting anywhere
Review by Keekz Dumolo1 month ago
My partner called HMRC as he was having student loan deducted even though he'd never had a loan and also wanted to query his tax code. Initially was having a nightmare with the main contact number, the robot voice didn't direct us anywhere helpful and was cut off with no actual help.. chose some irrelevant options in the hope of getting somewhere with a human and was on hold for 30 mins before we gave up (the reason I knocked off a star).. found a different number online for Customer Service and went almost straight through to a lovely gentleman called Andrew who was a saving grace! He helped with his student loan issue even though it was nothing to do with HMRC, explained his tax code and was just a genuinely kind and helpful person. Must be frustrating having to speak to angry people all day but he brightened up ours. Absolute credit to HMRC! (He was from the call centre in Manchester if this helps get him the recognition he deserves!!)
Review by Mortman Pentyala1 month ago
HMRC for PAYE is always too busy to answer during the middle of the day, pointless telling business owners who are busy or who have school runs etc to 'call before 10am' I have actually phoned before 10am and they still keep you on hold for ages and then I got through to a human the call dropped out after one minute. If they're busy why not put on more staff?
Last call to a human (after five attempts) was just someone lecturing and reading from a script, really unhelpful and pointless service. The website isn't very user friendly either.
Review by Vedesh Chidel2 months ago
If I could give a minus score I would.
This "service" is an absolute joke.
Review by Puzzlefan Guberman2 months ago
HMRC unprofessional call attendance attitude.
Everytime, I called over past six months, I was lucky to get connected only once. All other times (more than 50 calls) after selecting (whatever option number you try) , you will end up with same funny message. We are very busy at this time, call another time... Good bye.
I wanted to get back my SDLT that I paid for my 2nd house and sent forms completed with UTRN, I also sent requests by recorded deleivery letters but cannot receive any acknoeledgement. I have no idea if they will refund my money or hang on like BREXIT.
Very unhappy tax payer...
Review by Jeffjeff2 months ago
HMRC online PAYE system is an utter joke, it is not user friendly and after submitted several reference numbers and company details it now asks for the gateway i.d and password.
Contacted my accountant who provided me the details, guess what ?
I now have to contact HMRC for a change in i.d/password which I won't be doing as last time I was on the phone for over an hour and the only way I got in touch was by writing a letter (no really I did).
This has been going on for 9 months the company is no longer running and I have had a permanent job since January (on my new employers payroll/ PAYE). My accountant has told them and wrote a letter. I have phoned what seems like a million times and recently I have sent a letter and even believe or not spoke to one of these phantom advisers last week who contacted me in response to my letter, and then told me to go online!!!
Come on HMRC sort your s**t out!!! you are threatening ordinary people with extra charges and debt recover companies when it is more than likely down to your incompetence and outdated non-user friendly software.
Review by Hogley2 months ago
If I could give ZERO stars I would. Trying to sign in to HMRC online services is an absolute nighmare. If you don't have a passport they ask you to fill in some information to check with a Credit Agency, the problem is they DON'T tell you which agency so if they are holding INORRECT information you can't sign in AND you can't correct it.
It is ludicrous that the Government is using a private credit ageny to verify your ID. They hold more information than anyone on you and yet they can't verify your ID without consulting a third party.
This system has been in the BETA stage for over a YEAR now. WHEN ARE YOU GOING TO FIX IT?
Review by Shoppingmonster2 months ago
What's wrong with these people absolutely rubbish cant even speak to them and finally once you get through they dont give any useful information. It like as if I have to hire an accountant, solicitors and banker just to submit a self assessment this system needs to change.
Review by Robobie Oetjens2 months ago
I contacted them [ 03031234500 ] regarding a company going into liquidation and being dissolved and asked how can object to that as they never contacted us and they still owe us good money. Their reply was to contact the liquidator who planned the whole liquidation scam!
I did a google search and found the phone number I need to contact and the email I should use to object to company being struck.
How the people answering the phone don't know about this - I am not sure!
Review by Yoyorain2 months ago
What an utter useless disgrace of a organisation. I get a letter from these invalids about oweing them tax with it all worked out. Fair enough. I want to pay them the money I owe. The letter says I pay it through online by creating an account. I go and do that. It says I have to submit an email address so they can send a code to verify me in order to start the process. The code never arrived. I waited a whole day. Nothing. I retry. Nothing. I request another code. Nothing. I phone them up to tell them this. They tell me to go back in the website and click a link to fill in a form of the problem I am having and they will get back to me. They reply by telling me to try and access my account. Now if you have been paying attention to what I am saying you would know that I have been trying to CREATE AN ACCOUNT. Not access one!
I go on Facebook to get help from their page on there. They ask me to take a screenshot of the letter without revealing personal info. I do that. Then they give me a link that points me back to their website to tell me other ways to pay!
I phone them up again to see if I can pay by phone, the automated system asked me what I want to do and speak into the phone. I told them I want to pay tax. The system asks me do I want to pay tax. I reply yes. They ask me do I want to pay by card. I reply yes. It asks do i know the exact amount. I say yes. Asks do I want to pay now. I said yes. Finally I hear the phone was ringing. I waited. Almost immediately a HUMAN of English accent answered the phone!! Asked me personal info like name and address etc. They were happy with my answers. I asked I wanted to pay the tax I owed them. They said I could only pay by sending a cheque and that they do not take payment over the phone! Now if that is the case then why an earth was the system asking me about am I going to pay? And do I know the exact amount and was I going to pay by debit card?
We have got some proper imbecile sitting up top of this organisation in designing this way for people to deal with managing something this important....TAX payments. You know? The vital thing that keeps this country working!
Review by ArildHemnes Gujjari2 months ago
I would like to congratulate Abdul - he dealt with my queries yesterday as my tax code needed updating. I would like to thank him for dealing with my problem very professionally very good experience. I have peace of mind that my wages should be correctly taxed. 😀
Review by Tahsys2 months ago
You call these people to help, but they're not helpful at all, read of a script and don't pay attention to how you respond to their questions, the advisor said a response was sent out to me on such a date, I replied I never received that letter so I could respond, I explained that I did receive a letter from a different unconnected dept of HMRC and responded immediately, her response again in a raised tone, well we sent you a letter on such date.
Review by Vyky Seely2 months ago
I am retired with a state pension, a private pension and savings income. Unfortunately I need to fill in a tax return because my saving income is over £1000.
As a result I only need to provide HMRC with 5 numbers which are:-
Total of other pensions
Tax taken off other pensions
Taxable savings interest
Company dividends (no tax due since below £2000)
Calculating my tax is mindblowingly simple, easy for any average 15 year old, but it seems to be hard for HMRC who ever since the introduction of Self Assessment need to have more than one attempt to get it right.
I was intending to give only 1 star but reading some of these reviews of utter horror stories I thought my position was only a 2 star.
Review by Harlean2 months ago
Worst ever. quick to take your money but a 3rd class service in return. How can you justify being on hold for such a long time
Review by Albog2 months ago
I would give zero if it was an option.
I feel for the staff answering the phones at HMRC as I would imagine the robotic lady cutting your call off after telling you every one is busy is infuriating.
This service is absolutely terrible with being cut off, waiting on hold for 25 minutes and then speaking to staff who have had little to no training. I have been trying to get a refund from HMRC on SDLT since March 2019... I imagine the service would have been much quicker had I owed them money.
Since calling I have been informed that the processing time for refunds has moved from 30, to 60, to 90 days. I have also been informed that waiting for a refund has increased from 15 to 20 days. We're on 211 days now HMRC with no resolution in sight.
Review by Gararon2 months ago
I received a letter asking me to apply online for a refund of tax I am apparently due. I went through all the absolute rigmarole of signing up to Government Gateway, and began the process. I chose to use the P60 as a means of " verifying my identity "...…..phew! What absolute imbecile designed this abysmal system? It asks for specific information FROM my P60 to 2019. I answered. It told me the information was wrong and threw me out. I have retried over six days, a total of 18 times, I have had requests for different ID information from the same P60 ( and I assure you it is the correct one ) and the system CONTINUALLY tells me the information is wrong and throws me out. I am beginning to wonder if it is BECAUSE they owe me money. Oh and little shocker, I am a former low grader in, first the Inland Revenue and latterly HMRC, and if ANYONE from there reads these 60* **7*. They should never have dumped those who COULD do the job.
Review by InversneckieAl2 months ago
Told to apply for a UTR as employers want you to have one prior to starting agency work as self employed. Filled out the form and was told 10 days. No email, no letter, no call. Wait over one month and nothing, so I call back. They have no record of my application and tell me that I actually need to be starting self employed work and they need a start date now, the opposite of what they told me in a phone call one month earlier. Also agency employers have specified I need an UTR for applying for self employed work with them, which generally supply intermittant work contracts and require immediate start. This self registering for Self Employment and demanding a start date may affect your benefits, as after 12 months if you are not earning the minimum income floor (full time minimum wage equivalent) you can be cut off. Working on off for an agency who require you to work as self employed is hardly the same as running your own business. Confusing, waste of time, conflicting advice, and overall unhelpful when trying to find a job
Review by Puttapol3 months ago
No organisation, constantly sent in circles on the website and on the phone, nothing has been made logical, simple or easily accessible. It’s as if they want people to get in trouble with them just so we can be asked for more money than we should actually be paying, it’s like getting blood from a stone when they have done something wrong too. It is an incredibly stressful ‘service’. So bad for self employed people, so much so it makes you want to move out of the uk.
Review by Bemre3 months ago
Utter, utter disgrace. We are a small, struggling business and the amount of effort we have spent trying to do the necessary things to pay our taxes and submit our self-assessment is completely unbelievable. The staff are incompetent, careless, and lack knowledge. The online systems are confusing and useless. Altogether a very stressful and unpleasant experience. It is seriously affecting our business now. There should be a root and branch investigation of this diabolical organisation.
Review by Stebin Gabert3 months ago
Whilst I waited 25 minutes for my call to be answered my call was answered by Mark!!
I was wanting to pay back an overpayment and was put on hold. What Mark did not realise I could hear the back ground noise and himself and his colleagues were taking the absolutely life out of me. But I heard every word they said. Shame on you I’m so pleased I was offering you money and not relying on my rent or food !!!
Review by Westbury Axtman3 months ago
Horrible, useless incompetent organisation.
Review by Maxamation3 months ago
They are all very polite, but collectively incompetent, so when you send a cheque with accompanying letter, they write back ignoring the letter. You ring, they can see the letter in their system, they transfer to the actioning department, the call drops, you ring again... So much staff time wasted because they lack attention to detail.