Hmrc Opiniones 

I needed to contact the self employment assessment department, going by all the bad reviews I expected nothing but disappointment. I rang and listened to a lot of automated speaking which does annoy slightly when you just need to speak to someone. Inside a few minutes I got to speak to a pleasant girl who dealt will my issue immediately, hopefully my information has been noted on their computer and I don't hear from them again, I was assured all is well, so maybe I just got in on the phone at a good time, at 4 o'clock.

All of my working life I've never had any contact or interaction with HMRC. Always paid through PAYE.

Today I rang them to try and get the £1100 in tax I've overpaid. I've never spoken to such an apathetic, unsympathetic person in my life.

He had a loud fan running in the background and I could barely hear what he was saying and I constantly had to ask him to repeat what he had said. Five minutes before the end of the call he turned the fan off!

I told him my situation (teacher for 30 years , claiming teachers pension from last September but working with supply agencies on an ad hoc basis) yet he still asked me a list of questions (obviously read from a script) one of which was "had I earnt any money from working on off shore oil rigs". I nearly spat my coffee out at that one. His tone was monotone and uninterested.

He asked me questions that I didn't know answers to, questioned me about the names of the supply agencies (one of which has a different name on HMRC than what they are known as). I must have said "no" to 99% of what he asked me.

Anyway because I have zero clue how much tax I've paid on the measly amount of savings I have they can't process my refund until all information is gathered.

My refund will arrive anytime between now and November. But lesson learnt - keep a record of all those 3p, 2p etc my current accounts earned.

They are terrible.

Just spoke to Paul who works in the department that deal with customers that have been taxed too much . Very impressed with his help and advice. Such a pleasure to deal with . He is sending out a form for my husband to fill in and post back . Thank you so much Tina Rumsey

Refund of overpayment £3k they have decided to “keep” until they feel
It’s right to refund But if I’m a late payment payer then I’m fined ? How is that

I had a specific query about the tax band PSA is applied to as this appeared to be incorrect in the self assessment calculation and was emailed with generic information already read which was no help. The people on the phone just read back the emails and could not answer my query. On my 4th complaint. The organisation is a mess.

54 mins holding and no answer. Website was useless! Excellent at demanding money but zero rating for their service! Shambles!

I’ve just had the most reassuring phone call with an agent call sandy!
What a guy so understanding gave great advice on my situation. Faith restored
Thank you sandy

I am taking the opportunity to express my appreciation for the exceptional assistance I received in obtaining my UTR number. After experiencing difficulties accessing my GOV.UK account due to a change in my phone number, I contacted customer service and was fortunate to be assisted by a representative named Odunola, who also goes by Lola. Her professionalism, care, and kindness made a significant difference during this challenging process. She provided clear explanations regarding the next steps after registering me in the system. Odunola's customer service exemplified the highest standards of excellence at GOV.UK HMRC. Thank you for your outstanding support.

If this was a company it would have gone bust years ago. Slow to pick up. Unhelpful. Not user friendly. Not digital. Lacking customer service..... and all this while TRYING to give them money. Totally inept and needs a total overhaul. Utterly rubbish service.

I requested a certificate that I didn't receive, though on my account it says 'completed'. The AI assistant can't help, virtual human assistants are always unavailable and it's impossible to get through on the phone.

Impossible to challenge a current tax coding, waits on the phone line are outrageous. No provision to write as no address on Coding Form.

Yet again HMRC excels in incompetence!

I have asked 3 times since 9th December 2025 for a 24/25 Tax Year P800 calculation but, despite promises, still have not received one. My Government Gateway account states for 24/25 Tax Year "You paid the right amount of tax. There is nothing more to pay for this year." but HMRC has changed my Tax Code for 26/27 and say I owe tax for 24/25. They are indeed right, I do owe tax on 24/25 savings interest, but this doesn't show in my Government Gateway account. HMRC digital services are a disgrace.

And be warned, HMRC conjures up a figure for untaxed interest that is ALWAYS WRONG. Every year you must ask HMRC for a breakdown of accounts/interest they use to conjure up this figure.

I am now complaining every year. HMRC must have an army of staff dealing with complaints, and they still cannot fix the root cause of significant recurring problems.

SHAME ON THIS OUTFIT HMRC - IF THEY WERE REGULATED THEY WOULD BE SHUT DOWN.

Let's give credit where credit is due. Ironically, now Ive retired, they've improved. In the past, they took 18 months to respond to my letters.

I recently wrote asking for a duplicate of a document from 2024 that I lost. They responded in 6 weeks.

I nearly fell of my chair. Glad I didn't as it might have hurt.

Absolutely useless! Most of the time the advisers are not available to chat and when you do get into a queue it never moves. I was number 4 in the queue and got quite excited when I moved to number 3 but I have not moved for at least three hours. I guess I will do what everybody else does and give up.

Their online platform is glitchy and laggy. Pretty sure this is intentional so that people are unable to claim tax return.

They’ve owed me £1700 since Jan 2025 and will not give me my money.

Just received an unexpected letter from HMRC stating that I am late making a payment, that I have already been charged £17 interest and am accruing an additional £0.66 in aditional interest charges every day. So I logged onto my account to find the payment due was "on account" for potential tax HMRC deemed I may accrue in the coming tax year. As if this wasn't bad enough, I have received no notifications through any channel from HMRC advising that they had done this, just the letter I received today. I also noticed when I went into my account that I was owed an £80 refund from 2023-24, but this credit balance had not been offset against what I owed and neither did they pay any interest on what they owed me. No private organisation would be allowed by law / their regulators to effectively steal money from people in a similar manner.

Rang HMRC self assesment line, automated system states 'average waiting time of 20 minutes', made the call at 16:40pm, at the time of writing this i am still on hold and its now 17:29pm, they close in 30 minutes and my query will likely take that or more to deal with, have wasted an hour of my time on hold here. poor service everytime I ring and always a long wait for an answer.

Where to start? It is near impossible to speak to anyone at HMRC. They have incorrectly estimated both my annual salary and interest received. Apparently, if the current figures are lower than previously, they add an amount to cover the possibility that you may earn more. When you paid via a paye system, they surely do not need to worry about income earned using that route. Plus why are we paying tax on estimated interest received instead of waiting for actual figures? Horrendous. If they were privately owned, employees would be sacked and the company out of business. Now on hold over 16 minutes and counting!

So HMRC say that they owe us a refund on our corporation tax. There is no option on their website to request it so you have to call them and then it is such hard work to get them to agree to issue a payment. Like they're doing you a massive favour! Because there is no competition, they don't need to worry about customer service.