Hmrc Arvostelua 

I'd advise anyone to be persistent and polite with HMRC. The quality of advice given is variable and often incorrect. Keep asking 'why' and 'explain that again' and you will probably succeed, but it takes time. My story is that I no longer work and am waiting for my company pension. HMRC had managed to duplicate my pension amount and add in the state pension [I'm not that old yet] meaning that my tax free amount was shown as a MINUS on the app. After 4 calls this should be sorted but it means my first pension payment will be significantly less than I can live on. It'll take weeks to get that changed. Also not even a hint of an apology even though it was clearly down to the actions of HMRC staff.

While working I took my time off for calling you and you disconnected the phone in the middle of the conversation! This is the website that should help us here in uk but you don’t ! Shame on you

HMRC fully deserved this poor rating.
They give out inaccurate numbers.
Then you have to listen to endless options which invariably lead you to the wrong person, so you have to start again.
Whilst waiting you have to listen to the same old advice numerous times because you are on hold for so long.
The muzak is awful.
It never tells you where you are in the queue, probably because the queues are so long.
The directors/CEO should be embarrassed to be in charge of such a poor service.

The online app is absolutely diabolical, they are happy to send you out letters to say you owe them, but make it extremely difficult to navigate the website/ app and then when you try call them you are waiting OVER 30 mins to be hung up on. Stress over load

They changed my tax code to BR. I'm paying too much tax. I waited on the phone for over half an hour and then gave up.

When you make a formal complaint you don’t get a response.

No accountability like all complaints against Government Tax Funded Departments or staff.

I have been waiting for my tax calculation for 2024-2025 since last year. The online service said” your tax will be calculated by April 2026”. April this year that date changed to April 2027.
Despite ringing 5 times, no information about the delay was given. The conversation was cut short by being disconnected twice.
Last week, at last someone mentioned speaking to PAYE.
I rang twice and eventually spoke to a guy, who immediately said “ I can see that you are due a rebate. That rebate was calculated in June 2025 and has been waiting to be paid”
Apparently the email and message which should’ve been sent to me in June last year, was still pending.
He was able to get these emails sent, after speaking to someone senior. And I received a cheque 5 days later.
Making Tax Digital really should mean Making HMRC work. Employ people who actually know how to use the computer systems, are prepared to listen to the public, and are prepared to ask for advice from a senior.
I have waited 11 months for this money from a very easy tax calculation…..and this issue was solved because someone looked properly at the data and asked advice.
The complaints procedure is a farce too….i submitted a complaint on April 7th and I’m still waiting for a response despite being told to expect a reply by May 15th.
The website is confusing and constantly sends around in circles, and it is still telling me that my tax will be calculated by April 2027, and my complaint by 15th May!
Hopeless!

sooo bad, staying hours in waiting line and pay extra for no reason, not available via email and not via phone. Super bad!

Not just this time, every time. This time they are benefitting from my charity donation. The biggest problem is their not held accountable for anything. In my opinion HMRC are the lowest, they criticise people from evading tax, but their performance is so poor that it looks as if they are common criminals

Absolutely Pathetic, Rubbish App Hmrc App is Rubbish cannot access anything keeps sending codes after codes still cannot access my personal Tax, that's how Government people working there doing nothing Total waste of time
Rubbish HMRC APP

Incompetent , never reply to letters properly, not interested in providing correct tax codes and always taking more than owed .

Sat waiting for my call to be answered for over an hour. Once I spoke to someone they were unhelpful and apologised for the computer sending me to the wrong department.

If the government want to figure out where the UK's productivity issues are try looking at these types of departments. I now have to phone back on Monday and join the queue again.

If they want to stop duty free items being sold all they have to do is look at FB marketplace there is thousands of tobacco products on there.
Another pointless government office.
Ads none stop for tobacco products and what the point of having a government office thats does nothing to stop the trade

They sent me two wildly different tax calculations, each different from the Taxfix accountant's calculations too. The web-based chat (Joanna) couldn't help me, and advised I phone. Took me two hours to sort out. They're polite and waiting times were 20 mins so not bad, but omg they don't speak normal English. It's all bureaucratic legalese jargon.

When you owe them money they will send you the most threatening letters. Often sent second class such that the date you need to pay is after the date the letter actually arrives. There's no concept of empathy or scale, you're treated like a criminal even if you owe £10 as part of some minor error. In the rare instance where THEY owe YOU money... silence. black hole. They send you a letter to confirm tax you're owed. There's an electronic form to fill in to have it paid back. Six weeks later.. Nada. Not a peep. Its agreed by them. Its electronic, the money should be back instantly, but no, no sign. Hypocrisy and abusiveness at a truly massive scale.

I would give no stars if it was possible. I was only the ph9ne for 3 hours justvto get a uniform rebate. The person on the phone was actually asking me for information on things he should have known. Every time I asked a question he put me on hold. Thisbtook 2 hours and 8 mins be fore the line was cut. When I got back through he told me he needs to put me through to another department which had me on hold for a other 20 mins only for that woman to talk so rude and ask me stupid questions and then told me that she cant give me the information because I cant tell her where I worked previously. She must thinks she know my life more than me. Anyway if there was another company to rival them maybe they would care, but they dont give a crap. These people dont deserve a job worthless pieces of...

I made a call this morning , about my bill for my national insurance, Anna Costa attended to my call , she was absolutely amazing, helpful and professional, she answered all of my queries and also some points that I overlooked. How nice an experience and it was to pay a bill. Thank you Anna you are worth every penny they pay you and more.

Shocking experience- total incompetence from a number of call handlers. Had to ring (wasting at least 4hrs over 2 days!) to receive different information from at least 7 advisors. One hand doesn’t know what the other is doing !!! Finally got some answers (I think!) …. From a very cheeky, ignorant advisor who deemed it necessary to use the F Word because his calculator was not working. Then thought it was ideal to comment on my income sarcastically saying that I am much better off than him without having any inkling as to my personal circumstances. Unprofessional, rude and entitled springs to mind. Any other business would dismiss an employee that behaved this way.

If I could give no stars I would- trying to get into HMRC app is impossible due to continually asking for information which then requires restarting the app

HMRC pathetic service - double-taxed for interest that I already settled in full in March 2026. Despite this payment, my tax code was adjusted in April to collect the same amount again, and your phone advisors have been unable to locate my payment or resolve the error. Due to high risk of unresolved fraudulent activity, I soley refused to give my personal bank details over the phone to advisors who cannot rectify a clear administrative discrepancy. It is incredibly frustrating that HMRC’s customer service has failed to address this simple query. I request that you immediately locate my payment, correct my tax code, and refund the money that is currently being wrongly deducted from my wages.