Morning all,
Does anyone know if there is such a thing as a compliance team or quality team for the Agent Dedicated line at HMRC?
I have advisors who when calling the helpline are either being hung up on, or being told incorrect or differing information for customers' claims depending on who it is that answers the phone.
Essentially I'm wanting to actually speak to someone and see how this can be reported and how to work better with them instead of feeling as if you're going round in circles.
Some things we have been told:
Agents have 1 hour with whoever answers the Agent line, others have told us they can only deal with 1 customer at a time
Some agents can work cases on the phone where others are sending referrals to departments to work cases
We have been told that some R40/Marriage Allowance claims don't have a timescale to be worked, where some are worked in as little as 2 weeks.
I was told previously to write to the Central Agent Authorisation Team address in Newcastle but there was no timescale as to if or when they would reply.
Any help would be great!
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