Hmrc Reviews 277

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.

After waiting days for the new online system to offer me help. i turned to the HMRC phone system for aid, i got through pretty quickly although the reminders for other services was distracting but i persevered & didn't have to wait long for contact, i was then transferred to a specialist in for my enquiry who responded well & my enquiry was resolved quickly & efficiently.

The staff member I was speaking to - Lucia M was absolutely excellent in helping me to navigate through the website and help with technical issues which were all resolved easily and stress free!

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.

This is the most notoriously incompetent government agency I’ve ever seen. When they want to collect taxes from us, they give us strict deadlines. But when I overpaid them by more than 5,000 and tried to claim it back, they’ve been dragging it out for two months with zero updates. I’ve had to submit the claim form over and over again. I’m not making this up — their own system shows that I overpaid and tells me to submit a claim. Absolutely the worst agency ever.

Further to my first review of this shambolic fast of a so called company. So trying to overcharge me in excess of a £1000 which a manager calculated may i add and more lies than is humanly possible. They still claim they smell of roses. Scarlet one of the customer service agents needs a serious talking to. Gets nasty on the phone and still they are not in the wrong. Hung up on loads of times. Closed my complaint WITH NO FINAL RESPONSE UNTIL I ASKED WHY. THEY CLAIM A LETTER WAS SENT WHICH I NEVER RECEIVED. Funny I get there reminder letter ay. Now they are resending the letter 3 months later in feb 2026. I can guarantee they have just created this letter to cover their arse when infact they broke the humanrightslaw by not informing myself of the complaint being closed and me having a call up to find out what the hell was going on. Hmrc you are a embarrassment to the country and a vile organisation to have the displeasure of dealing with. If you treat people you don't know so badly I would personally hate to know how you act with loved ones.
You don't even deserve one star
One corrupt and Nasty company

I have never meet such incompetence in my life dealing with HMRC over tax issues.
The mistakes they have made over the last two years re tax refunds is utterly disgraceful.
They are a law under themselves and allowed to make huge mistakes and then demand money back for there mistakes
How is this allowed to happen in 2026 as i am owed thousands of pounds with no chance of getting it back
Absolutely disgraceful as they two systems within HMRC but refuse to talk to each other and this is where the mistakes are made. A very broken system that leaves tax payers like myself hugely out of pocket

Trying to set up a payment plan - call handler the other end says: the min the system accepts £34. I say ok, I can work with that. Plus my financial circumstances will be changing in the second half of this year so I can up that by a more significant amount.
Then he adds: but I cannot accept that as it would be too long to pay it back.
I say: I have just described I am asking for 6 months.
Then he says: no offence to your character but many people said the same and they have never changed their payments.

Dear HMRC, this is super offensive comparing me to many other people - you do not even know me! Maybe check my records and see how long my taxes have been keeping your jobs paid!!!
Plus, when I spoke to HMRC in December, I was told that interests stop once payment plan is set up. Then this guy said, no they don`t.
Make up your mind, will you??

Spoke to a very helpful lady called Tina today regarding me not paying enough tax . She simplified the situation to me because I do not really understand much about it and she made me feel at ease . Thankyou

I am disgusted that HMRC made it SOOOO Difficult to contact them by phone and if you do, you have to wait an hour to speak to someone
UTTER stress causing health damage

DO something about it!!!"

I had to phone the HMRC helpline for individuals and pensions. The person I spoke to, Ana Costa, was extremely helpful and went out of her way to offer support and guidance. She resolved the issue and was able to answer all my questions. She went above and beyond what I would have expected.

One star just doesn't cut it. If I could give -200 it would still not be enough. It's a shambles.