HMRC must focus harder on giving TAXPAYERS good, reliable and consistent advice, says Tony Margaritelli.
In July, HMRC issued its Professional Standards for compliance. I know I\u2019m batting zero when I say that I\u2019m fed up with being called a \u2018customer\u2019; it\u2019s never going to be changed back to taxpayer despite the fact that I am a taxpayer who engages with HMRC, the correct recipients of my taxes. I am not a customer of HMRC because customers have choices, don\u2019t they?
The new, modern HMRC love the idea that they are some sort of open-all-hours shop run and managed by a kindly Albert Arkwright, and that they and they alone truly understand the shopper.
However, rather than provide what the shopper actually wants they will supply a set of standards on how they will deliver the goods that their customers cannot buy anywhere else. This is because it\u2019s good publicity and shows them in a bright yet warm light.
Their four standards are split into six key requirements and these standards are getting things right, being aware of our customer\u2019s situation, being responsive \u2013 communicating with customers \u2013 and, finally, treating customers fairly. All laudable standards that anyone would have a hard time arguing with. After all, \u201cgetting things right\u201d and \u201cbeing responsive\u201d and \u201ctreating customers fairly\u201d shouldn\u2019t really need saying, let alone writing down.
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