HMRC-is it time to call the Army in?

[etf]

Where are the tractors, Jeremy Clarkson, Tom Kerridge, Tax Jounalists, Tax Regulators etc ?

HMRC's leadership/the Labour MPs in charge need changing. The 21 year old wildcard tennis player who was bageled yesterday could do a better job.

9 1/2 months.....really?

Deceitful too! (see below)


By Dougscott
08th Jan 2026 13:37
HMRC aren't acceptable, let alone the response times.

By AndyC0208
08th Jan 2026 18:27
I've noticed that when HMRC eventually do reply to letters, they no longer mention the date of your correspondence.

It's almost as if they think that if they don't draw attention to the fact that they are replying to 'your letter of 15th May 2025" you won't realise how long they've taken to reply.

[etf]

HMRC not working, IRIS Software a nightmare...the tax world is melting down before MTD4IT hits a screen near you.


By WhiteRose

Just a heads-up, HMRC phone lines are down..due to technical difficulties

I've tried the agent dedicated line and the plebs' one, neither of them are working, and there are no advisors available on webchat.


By OP.London
15th Jan 2026 12:42
so probably the service from HMRC will be about as good as normal then


Replying to OP.London:

By WhiteRose
15th Jan 2026 13:44
It might be a complete coincidence but I've noticed that the 'fetch data' APIs in tax returns have not worked as well as last year - I should say about half the success rate I had last time. Perhaps they are all working on MTD.



Replying to WhiteRose:

By OP.London
15th Jan 2026 14:48
that's a very interesting comment, as my "fetch data" on tax calc is only coming in on about 50% of occasions as well


By runningmate
15th Jan 2026 15:35
This is a new improved and streamlined service from HMRC. Instead of keeping you on the phone for ages waiting for someone to answer, and then providing an utterly unhelpful response, they have cut off the phoneline - saving you hours of wasted time!
RM



By Paul D Utherone
15th Jan 2026 18:32
Earlier on the hold message was "We are currently operating a reduced service..."


By FactChecker
15th Jan 2026 19:26
Isn't this what they did last year?

If the volume of phone-calls is overwhelming (for them), then just close the lines!

Problem solved (but only from their very insular perspective, of course).

[etf]

MTD4IT is impacting other areas...where is Panorama when you need it? The title of this thread hasn't dated well because we know the Army are crocked just like HMRC.

Labour isn't working just like the Tories.


Is it a waste of time sending letters to hmrc?


Just a moan this time instead of a technical query. I have submitted several claims for clients for previous years pension relief which normally get referred to me from a financial adviser to help higher rate taxpayers get the extra 20% tax relief. Going back a few years it was easy enough work sending of a letter with supporting documentation and 64-8 and the client would normally get updated paye tax comps for each year and a cheque in the post within 3-4 months. I currently have two which are over a year old, phoned several times and promised they would be escalated to technical teams but nothing happens. In both cases they are still not dealt with and for one of the claims they have told me that they are not able to provide a foreseeable date it will dealt with due to backlog of work and they can't send a second request to team to action the claim as they are too busy with the backlog....it will be fun explaining that to my client that I've no idea when they will get their claim for circa £2K are hmrc are too busy dealing with more important things like ITSA MTD. You get to the point where you feel you are hitting your head against a wall and getting nowwhere. Anyone else having a similar experience at the moment?

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By stepurhan
27th Jan 2026 09:11
The main problem is that there are no standards. You roll the dice every time you contact them.

Called dedicated agent line three times with the same issue.

First call - They cannot access the information. Needs to be passed to another department. 10 working days for response. Response did not happen.

Second call - They cannot access the information immediately. They need three working days to look into it, but they will call me back. They did not call me back.

Third call - They can access the information. Confirmed error HMRC end, which they fixed whilst I was still on the line.

[etf]

No management..no regulation.....zero standards


By Di
27th Jan 2026 11:15
I was told 45 weeks to deal with correspondance when advised to write in with a gift aid claim for 2022/23. I thought I had misheard but I hadn't!
It is a disgrace.

[etf]

If HMRC are clearing 70 per cent of post within 15 working days, why are simple tax claims taking a year to process? It does not make sense....what is stopping anyone asking HMRC top brass this question?

AI response:

HMRC post response times are currently experiencing significant delays, with official data indicating that for the quarter ending June 30, 2025, only 69.5% of correspondence was cleared within 15 working days, well below their target of 80%.

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Two Labour MPS seemingly not performing the role on the can...ask the question Dan and publish the response from JP -5 million Marks:

As of September 1, 2025, Dan Tomlinson MP is the Exchequer Secretary to the Treasury and holds ministerial responsibility for HM Revenue and Customs (HMRC), succeeding James Murray. As a key Treasury minister, he oversees tax policy, HMRC’s operational performance, and strategic priorities, representing a continued focus on ministerial oversight of the department.

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And just when you think things can't get any worse.....a 2.5 year wait....please ask the question MP Dan T.

By steve 12321
27th Jan 2026 12:05
i had a terminal loss relief claim processed after 2.5 years so yes it is.

[etf]

HMRC taking more than a year to pay out tax rebates
Taxpayers talk of having to borrow cash and wait for months amid ‘significant backlogs’ in processing of claims

Anna Tims
Sat 17 Jan 2026 07.00 GMT

Some people are waiting a year or more for HM Revenue and Customs to refund overpaid tax and national insurance contributions (NICs).

In some cases, refunds that were previously processed within a few weeks are taking 10 months or more, an investigation by Guardian Money has found.

Self-employed construction worker Simon Hughes* said he and his wife cannot afford a honeymoon until he receives £4,550 of overpaid tax he claimed last April. “The last time I contacted HMRC, it said I could be waiting until July 2026,” he adds. “When people owe it money, they get fined for late payment, but when it owes money, it can take as long as it likes without penalty.”

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University professor Linda Ashcombe*, who holds two roles, is overdue £1,000 since submitting a request in April.

“For 15 years I’ve had my overpayments refunded within six weeks. This year I was first told my request should be acted upon by November,” Ashcombe said. “In December, HMRC’s online tracker said March 2026. Call centre agents say they can’t understand the delay or do anything about it. What the hell is going on?”

Suspect HMRC budget and staff are getting consumed by the failing MTD4IT project, leading to delays such as this one in other areas.