Tony Margaritelli highlights a case where the tax authority consistently failed a taxpayer – then simply recommended she complain.
In March I came across a thread on LinkedIn that caught my eye. It concerned Jessica Harrison, an individual taxpayer (sorry, customer), who having done exactly what was expected of her suddenly found herself having to deal directly with HMRC. It was not a good experience, not only making her feel exasperated but bringing her to tears.
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