Hmrc Arvostelua 

HMRC are introducing a new system called making tax digital for income tax. This is a complete shambles. In my opinion. I’m now required to submit quarterly returns via a software provider. The problem is HMRC have got a large number of firms registered to provide the quarterly returns but virtually none of them have the capability yet of processing end of year tax return which HMRC also LinkedIn to this proposal so effectively they’ve introduced a new system that at the moment they can’t tell whether it will actually work or not I’ve never known another business or organisation to operate in such a symbolic way with no consultation with its subjects or customers or whatever they like to call us

What on earth is going on with HMRC! It's quite shocking. You wait an hour to get through to someone you can barely understand, they then always either put you on hold because they don't know how to help you or they hang up! I'm now going into my 2nd hour of trying to sort out something very basic. I despair!!

I cannot believe such an appalling system and service. I contacted HMRC last December and after queuing for over an hour I explained my problem of bank accounts that I dont own and interest for said accounts and big tax bills also for 26/27. After lengthy discussion it was confirmed bank accounts not mine and deleted and it was confirmed I dont owe anything. I asked what about the extra tax taken, I was advised I had to wait till April statement. April’s statement arrives today with tax owing for unpaid interest. I contacted or attempted too HMRC to discuss. COMPUTERS ARE DOWN - WHY OH WHY DOES THE AI NOT SAY THIS? And thus avoid wasting time. Got through to human who said nothing he could do. I asked cant we use pen and paper? I asked to make a complaint against previous incident and a waste of my time - you have to call back, I persisted for a call back finally agreed in 1 or 2 days. I said can you mention that I had worked with a former Chancellor of the Exchequer- he didn't know what or who that was!
YOU CANNOT MAKE THIS UP HMRC.

Trying to get into govt gateway to check NIC stuff.
If you have a few hours to waste, try this.
What a load of rubbish, going round in circles, it seems that I’m not the only one
GET IT SORTED

I’m not sure what changed. But recently all my packages are being charged by the total weight instead of the tobacco weight which is making the cost triple if not quadruple.

My packages always always!! Come with an invoice that displays and highlights the tobacco weight.

Now I have to make a claim for each package which in turn means more paperwork on their end causing more delays for myself and others. 🤦🏻‍♂️

I had the pleasure of speaking with Lucy Leaver from HMRC today, and I cannot praise her highly enough.

She took my call almost at the end of the office working day, yet she showed remarkable patience and dedication in helping me with my enquiry. Despite the late timing, Lucy was:

✅ Extremely patient and understanding
✅ Highly professional throughout our conversation
✅ Very informative — explaining everything clearly
✅ Efficient in sorting out my issue completely.
It's rare to encounter such exceptional customer service, and Lucy truly went above and beyond. She turned what could have been a stressful experience into a smooth, straightforward resolution.

Thank you, Lucy, and thank you HMRC for having such dedicated staff members.

Like all the other useless companies that allow their staff to work from home. Keep you on hold for 20 minutes then hang up on you! Useless

The absolute worst sight I've ever used. I struggle with dyslexia extremely unfriendly to somebody who has dyslexia that I'm not ashamed of having. Even the support area is useless. You get put through someday that's going to type to you and expect you extremely quick response when I'm still trying to make sense of what they've sent and they don't read half of what I've sent and they keep asking the same questions. Bottom line garbage. I have spent days trying to get into this site registered to gateway. Then it doesn't recognise the email address. It's registered with you name it. It's happened.

I was told in November that I have underpaid tax. I sent a cheque in with a letter explaining what it was for and my details including NI number. The cheque was cashed within a week of them receiving it. In early February I received my 2026/2027 tax code and the amount is still showing as owing. I have phoned numerous times since and am disgusted that nobody can help me. This is another broken service. Most people I speak to don’t know what they are doing have difficulty speaking and understanding english. There are few occasions when I speak to someone who can help me. My payment seems to have been stolen from me as it certainly hasn’t been allocated to my record. When I do phone it actually makes me want to cry for this country it is so upsetting

This organization should be dismantled for the sake of humanity! You talk with someone on the phone, they say they understand and then they send you threatening letters. There is no way to get any sort of help or solution. No email address, so could you please tell me how I can show you the document over the phone? The app is beyond useless! Downloaded it twice, i honestly don't know why it exists. Absolute nightmare

For months my husband has been trying to correct a clear tax coding error with HMRC.

His limited company stopped trading in September 2022. His final tax bill for that year was £0. The only amount owed was £1,500 for a late submitted return, which happened due to an accountant error.

Despite this, HMRC appear to have randomly applied a Self Assessment debt of £16,581 to his PAYE record.

Because of this incorrect figure:

• His tax code was changed
• Money has been taken directly from his wages every month
• So far this year he has earned £32,422.41
• HMRC have already taken £7,599.88 in tax and £1,671.54 in National Insurance
• Around £3,700 has been wrongly collected toward a debt that does not exist

We have contacted HMRC multiple times to correct this. Each time we are passed between PAYE and Self Assessment. We are told there are “no notes on the system”, and the problem remains unresolved.

To make matters worse, HMRC are now trying to set up a payment plan to collect £1,500 even though they have already taken far more than this directly from his salary.

This has had a catastrophic impact on our finances, pushing us into debt and causing months of unnecessary stress simply trying to correct what should be a straightforward administrative error.

The questions we still cannot get answered are:

• Where did the £17,481 / £16,581 debt figure come from?
• Why has money been taken from PAYE based on a debt that does not exist?
• Why are repeated calls not being properly logged or actioned?
• Why is HMRC continuing to pursue payment when over £3,700 has already been taken?

This situation now warrants a full investigation, correction of the tax code, repayment of the over-deducted money, and appropriate compensation for the financial harm and distress caused.

Public bodies must be accountable when errors like this happen.

If anyone at @HMRC can help escalate this properly, we would welcome urgent action.

Terrible user experience and if you actually need to speak to someone you will be held in a queue for an indefinite amount of time. If this was a private business it would have failed long ago.

Appalling service, having spent 2hours trying to find required area on line, only to discover it could not help me, I then waited 32 minutes on the phone for an advisir, finally started to speak to him, he was very helpful, to then be cut off in mid conversation. Have to start all over again!

I thought i would write a review with a positive note for HMRC, standardly every experience is really below par and in our office we all complain about HMRC, but Miss Linda Elliott from HMRC like a rising Phoenix from the ashes has really impressed us following her investigation and findings. Miss Elliott, i thank you as you have given me a little bit more hope with HMRC as an organisation. Thank you. Paul UWF.

Advisor just hung up on me while on the phone while asking a question

Pretty useless, only thing they can say the employer did the right thing, deflecting questions.
Employers can make lots of errors they get away without any penalty. You'll recover your money next year ... Useless, and an embarrassment to the office they occupy

Awful UX. Keep getting redirected or asked for a new government gateway ID or Gove One login. Spent hours trying to just sign in to update my address

After Quilter made an error and taxed me at 40% on a pension lump sum rather than 20% which is in accordance with the tax code they had on record, I made a claim to HMRC for a refund of difference on 17.12.25. The HMRC website states I should have received my refund or at least a reply by 23.1.26 at the latest.
Well, I have received absolutely no refund nor communication whatsoever.
I have chased 3 times. It takes ages to get through. The agents are powerless & basically palm you off & leave you none the wiser. So, that's it. I have to wait to find out if I will ever get my refund. Can you just imagine it, if things were the other way around! They would put a charge on my house.
HMRC, get your act together, you are letting people down and when you hold others to such high standards and don't follow said standards yourself, it is not good.
Please update your website to add further details of what is causing the delay and update the expected payment and/or reply date. Thank you

Disgraceful wait times to get through. The advisors are generally good, but if you have an issue that requires different teams.... good luck and take a week off work to sort it out. Truth be told, you'll likely give up for your own mental health. HMRC is a national embarrassment!

The app is useless and identity check. Dreadful. Disgusting