Archive for the ‘HMRC’ Category

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Return of the tax muggles

April 26, 2013

It’s like there’s this vast complicated otherworld existing alongside our own.  In the otherworld – let’s call it Taxworld, for the sake of argument – in Taxworld there are people who understand the mysteries of tax, who speak its language and share its assumptions.  Then there are the muggles, the rest of us, who live in the mundane world and don’t ever see the bizarre world of tax living alongside and parallel to our own, except when it thrusts itself into our attention in, say, a mysterious piece of code on a payslip or a scary brown envelope on the mat.

Me?  I suppose I’m a Squib: I know the Taxworld is there, and I know some of its funny little ways, but I’m on the side of the muggles, mostly.

So here comes the head muggle, “Tax Prat of the Year” Margaret Hodge and her merry band, issuing their PAC report into  Tax avoidance: the role of large accountancy firms

Their conclusions?

  1. The UK tax system is too complex and a more radical approach to simplification is needed
  2. There is no clarity over where firms draw the line between acceptable tax planning and aggressive tax avoidance
  3. It is inappropriate for individuals from firms to advise on tax law and then devise ways to avoid the tax
  4. Tax laws are out of date and need revising.
  5. Greater transparancy over companies’ tax affairs would increase the pressure on multinationals to pay a fair share of tax in the countries where they operate.
  6. HMRC is not able to defend the public interest effectively when its resources are more limited than those enjoyed by the big four firms.

The headlines, of course, are all about conclusion 3: is it appropriate for accountancy firms to loan out their staff to the Treasury and HMRC and then have them go back and work on the same legislation from the other side of the picture?

This is a red rag to a bull, so far as the accountancy and tax professions are concerned.  They think of themselves as professionals, and that they are more like the barrister who can give objective advice to a party to a court case whether the person is innocent or guilty.  They certainly do not recognise themselves in the “poacher turned gamekeeper” that PAC perceives.

To me the meat of the argument is in conclusion 6, but then I’m a retired tax inspector so I would say that, wouldn’t I?  But HMRC has lost 10,000 staff and many of its qualified and experienced staff are in their fifties and are leaving at an alarming rate – and there is very little “backfill” of people who have been through training and being seasoned by experience to fill those gaps.

Accountancy Live also reports that “hard working tax accountants” pay has risen by 10% in a year to an average of £79,670.  Which must be nice, because their HMRC equivalents have been frozen since 2011 at between £46,983 and £74,209.

So if HMRC is under-resourced, understaffed and underpaid, how are they to proceed except by borrowing staff from people who know about the subject under discussion?  Would it be more reasonable to take staff seconded from, say, a steel manufacturer or a supermarket?

To me, this is one giant red herring.  The responsibility for the existence of tax legislation and for the quality of that legislation lies with the people who make it, with Parliament.  Since the coalition came to power it has had a clear set of priorities for the tax system, set out at article 29 on page 30 of The Coalition: our programme for government:

The Government believes that the tax system needs to be reformed to make it more competitive, simpler, greener and fairer. We need to take action to ensure that the tax framework better reflects the values of this Government.

Part of that framework was set out in Tax policy making: a new approach which led to the invention of the TIIN – the Tax Information and Impact Note.  So each Budget they publish their proposals, consult on them, and then bring the legislation to Parliament along with a TIIN which tells you what the legislation does and why, how much it will raise and how much it will cost, and who will be affected.

Does Parliament ever look at them?

Do MPs ever challenge the legislation, and if they do, are any changes ever made?

Meanwhile the big glaring elephant in the room is the commitment to a tax system which is “more competitive, simpler, greener and fairer”.  In Taxworld, a “competitive” tax rate is a lower tax rate – a rate which competes for business with other tax jurisdictions.  Yes, it’s official coalition policy that, in the great multinational tax race, the UK should do its best to win the race to the bottom.

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Closing the enquiry centres: part four

April 16, 2013

There’s a nice flowchart in chapter 5 (on page 10) of the consultation into what will replace the closed enquiry centres.  There are different coloured pathways, each ending in a smiley face and a comment like “resolved online”  or “resolved by HMRC contact centre”

My google-fu isn’t sufficient to reproduce it here but, please, go to the consultation and have a look at it.  See that big box in the middle, the one that nearly all the pathways lead through?  The one that says:

HMRC Contact Centre

Straightforward queries are solved on the spot by expert advisers in HMRC’s contact centres

Customers needing extra support are referred to the new HMRC specialist support team

Where does that leave the rest of us?  You know, those of us who ring the contact centre with queries that aren’t “straightforward”, but we aren’t deemed “needy” enough to qualify for the “extra support” of the new HMRC specialist support team?

The flow chart is silent.  There’s no arrow leading us out of this binary box.  Either our queries need to be “straightforward” enough that the contact centre can answer them, or we need to be “needy” enough to qualify for “extra” support.  There’s no third way, no provision for an ordinary taxpayer with an out of the ordinary problem.  We can bounce around inside the big box and never reach a smiley face at the end of the pathway.

>:-(

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Closing the enquiry centres: part three

April 12, 2013

Let’s delve a little further into the weasel words of the consultation into closing HMRC’s enquiry centres – or, rather, the consultation into what will be left when the enquiry centres close.

3.16 When an adviser decides that the customer’s query is best dealt with by a voluntary and community sector organisation, they will provide information to the customer to help them choose the organisation most suited to their needs

So… at the moment I could wander down to my local enquiry office and ask someone a question.  Most of the time I would be pointed to a phone hanging on the wall and told to phone the helpline, but at least if I found the helpline didn’t know the answer, or I couldn’t understand what they meant, then I could make an appointment to speak to someone about it, probably with a few days wait time.  Under the new proposals I wouldn’t have that facility at all.  The choice of a face to face meeting is taken from the taxpayer and given to the Department.  Am I “needy” enough?  Would I be identified by an HMRC advisor as having sufficient “need” to warrant being given anything but the same answer over and over?

All of us who have tried to find something out on a website and got “stuck” will know how frustrating it is to be directed back to the same site, the same words.  When you don’t understand the words, or they don’t quite answer your question or fit your circumstances, and all you want is the reassurance of talking to a human being (“So if I put just ignore the pennies and put the pounds in the box that’s all right, is it?  Or do I have to round it to the nearest pound?”) well, tough.

Am I exaggerating?

And what about the idea that HMRC will simply tell some people to bog off and talk to someone else?  Or, to put it another way, “3.16 When an adviser decides that the customer’s query is best dealt with by a voluntary and community sector organisation, they will provide information to the customer to help them choose the organisation most suited to their needs”

Does this not mean, then, that some cases HMRC will decide the customer is too “needy’ or difficult, or their affairs are too complicated, or it’s simply not “cost effective” to help them, and will instead shuffle them off to a “voluntary and community sector organisation”.

Where are these organisations to come from?  Where are their volunteers, their funding, their training and experience, to take on the work that a government department has decided it hasn’t got the funds to provide for its citizens?

Am I the only person appalled by this?

For shame, HMRC.  We are citizens, not customers; we have rights and responsibilities.  And a government department doesn’t get to decide whether we’re “needy”.  And it definitely doesn’t get to decide whether we’re needy enough.

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Closing the enquiry centres: interlude

March 29, 2013

Yesterday I suddenly remembered that on 11 June last year I blogged about the HMRC Enquiry Offices not being included in the programme of work that – finally, after seven years – replaced all the old Inland Revenue signs with new HMRC ones.

And, when I was looking for the entry, I also noticed the entry from 8th June regarding the Bentley case and my prediction that Enquiry Centres would soon have to have notices warning they couldn’t cope with demand.

Just how long have they been planning the closure of the enquiry centres anyway???

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Closing the enquiry centres: part two

March 28, 2013

In today’s weasel hunt, let’s move on to the detail of the proposed replacement for HMRC’s Enquiry Centres.

Section 2 of the document is all about defining our terms – looking at who these people are who need the “extra” help that will replace the Enquiry Centres.  There are six categories of “need” identified, one of which is people needing help because of HMRC “complexity and errors”.  The others are:

  • difficulty of accessing current services
  • personal confidence
  • mental or emotional state
  • lack of ability
  • complexity of the enquiry

and there are further examples and descriptions of what might put a person into one of these “needy” categories such as hearing or eyesight issues.

Now this bothers me.  I reject the initial premise that help should only be provided for those with “extra” needs rather than to all citizens, but even if you accept that premise and take it on its own terms, look at the contrast between this and the current enquiry centre offering, where it is explicit that “most” enquiry centres “can” offer

  • Induction Loops.
  • Lighted Magnifiers – to help you read our forms.
  • Crystal Listening Devices – to help you if you are hard of hearing.
  • Sign Language Interpreters – we can arrange a British Sign Language Interpreter for you if you let us know in advance.
  • Written material in Braille, audio and large print.
  • Help for people for whom English is not their first language – we can arrange interpretation for you. Please ask at your nearest Enquiry Centre.
  • Help for people who need assistance in completing forms or returns – We can help you. Please ask at your nearest Enquiry Centre.
  • Home Visits – if you have limited mobility or have caring responsibilities we may be able to offer you a home visit. Please ring the helpline.

I’m not sure how much I believe this – there’s a big difference between something you “can” offer and something you actually DO offer – but look at the proposed new “improved” offer:

3.6 The adviser will identify customers who might need extra help, based on a number of factors identified by our research. They include customers mentioning their disabilities, being particularly anxious and/or distressed, failing to understand the guidance being given or follow the conversation, repeating questions, inability to express themselves…

So let’s take the example of a person who is elderly and hearing impaired.  At the moment, she can go to an enquiry centre and ask to use the induction loop so she can hear the adviser via her hearing aid, checking for accuracy via lip reading and facial expression, and be treated in the same way as any other customer except for the organisation making the reasonable adaptation necessary to comply with the Equality Act in its dealings with her.

In future?  She’ll have to ring up and rely on an adviser identifying her as needing extra help – is she deaf enough?  old enough?  to be “deserving” of the “extra” help that the Department might “offer“?

Is it just me, or is this so offensive it makes your head want to explode?

 

 

 

 

 

 

(edited 28/3/13 to replace “DDA” with “Equality Act” – the requirement to make reasonable adjustments is now in section 20 of the Equality Act 2010)

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Closing the enquiry centres part one

March 20, 2013

All right then, let’s have a look at the consultation on HMRC’s closure of its enquiry centres.  It’s here, on the GOV.UK website and please note it closes on 24 May.

But don’t rush – the decision to close the enquiry centres has already been taken.  The consultation isn’t about whether to close the enquiry centres but about what kind of “service” will replace them.  You think I’m exaggerating? Because the introduction says:

No final decision will be made until we have consulted on and piloted the new service, and fully assessed the findings of the consultation and the pilot.

But look at the summary of consultation questions, on page 16 – there isn’t one question where respondents are asked whether closing the enquiry centres is a reasonable idea unless you think you can sneak it into question 2:

What do you think are the main benefits and disadvantages of the proposed new approach?

So let’s start.

Why we are changing

1.1 Some HMRC customers need extra help to get their taxes and entitlements right. We want to provide this extra help in a way that suits them.

All right.  Look at the weasel word “extra”.  SOME customers need EXTRA help.  What about the rest of us, who just need, you know, help?  Not “extra” help, over and above: just “some” help?

Now, I know my way around a tax return.  But just about every year that I’ve had to complete a tax return I’ve hit some kind of snag, somewhere that I’ve wondered which box does this go into, does that mean the net or gross figure…   Do I need “extra” help, or just “help”?

People have been complaining for years about being called “customers” instead of “taxpayers” and this consultation makes it clear to me why.  Because taxpayers are citizens and citizens have rights; customers are sources of revenue who have customer service, tailored to their value to the organisation.  And a low paying customer like you or me will get a lesser service than a high value customer like a multinational.  We don’t get a customer relationship manager or a customer coordinator: we get the “pay up and piss off” service.

Moving on.

1.2 Most customers with simple queries choose to visit our website for help…

Do they?  Do they really?  The weasel word this time is “choose”.  Do they make a “choice” to visit the HMRC website, or are they driven to it because the enquiry centre is only open between 9.30 and 1.30 on Tuesdays and Thursdays and there’s nowhere to phone up and check that out before you actually get there, and it takes five minutes to answer the phone and that’s after you’ve navigated through two minutes of recorded messages and telephone trees…

Again, let’s move on to 1.3

For many people, visiting an Enquiry Centre is not, and has never been, a convenient option. Because of this, some customers have struggled to get the support they need from us.

Let’s play “spot the weasel”, shall we?  Anyone?

Yes, that’s right, it’s “and has never been”.  Because at least in direct taxes, in the days of the old Inland Revenue, we used to have a network of tax offices in the communities in which they served, with an enquiry counter where people could come in and drop off their tax returns and ask their questions.  And, because of the structure of the organisation, there were other people in the building with specialist expertise who could answer trickier questions and access specialist advice.  The reason enquiry centres aren’t a convenient option now is purely down to the actions of the organisation since the merger.  So it may be true, but it isn’t a law of nature – it’s a political decision.

Moving on…

1.4 Even for customers living close-by, the use of Enquiry Centres has fallen sharply in recent years…

In our Hexham office, which received just 601 visits last year, the average cost of an appointment is £185.

I had to google Hexham (it’s in Northumberland – looks a really nice place for a visit actually) but it didn’t take me long to work out why they only had 601 visits last year: if you look at the helpfully inaccessible spreadsheet here you’ll see that the Hexham enquiry office is open for exactly four hours a week, between 9.30 and 1.30 on Friday mornings.

And there I’m going to stop for today and try to calm down a bit.  Although the Budget’s starting in a few minutes, so maybe it’s time to break out the emergency bottle of Talisker…

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Corrections and clarifications

March 18, 2013

I am, rather unusually, posting from a coffee shop on my mobile phone so forgive any infelicities of formatting.  But I’ve just seen this, from The Times’ “corrections and clarifications”:

The closure of HM Revenue & Customs inquiry centres will not, as reported…add 2 million extra calls to HMRC phone lines. Of the 2.4 million people who attended enquiry centres in person last year, 2 million were already being directed to make their enquiries by telephone.

So 2 million people – TWO MILLION PEOPLE – walked through HMRC’s doors and were told to piss off and pick up the phone instead? They were given an appalling service so we’re going to make it better by abolishing it? And what about the four hundred thousand people with whom HMRC evidently DID deign to converse? Will they get home visits?  This is nonsense!

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Work in progress

March 8, 2013

Come on, HMT, tell us what’s happening with the tax tracker page which you STILL haven’t updated (85 days and counting!) since 14th December.  If you’re putting your updates somewhere else, then will you please archive this page and put a damned link to the new one?

Oh, but everything will be wonderful once all government websites migrate to the gov.uk site.  Let’s have a look for tax consultations there, shall we?

OK then, we’re on the front page.  Now which of those headings do you think would cover open consultations on tax?  Let’s try… money and tax?  Hmmm.  Well that offers us six further options:

  • Court claims, debt and bankruptcy
  • Income Tax
  • Inheritance Tax
  • National Insurance
  • Self Assessment
  • VAT

which doesn’t look good.  So how about (going back to the first options page) “Inside Government: learn about government departments, policies, announcements and more”  That looks more promising.  Let’s go there.

Yes, there’s HMRC on the list of non-Ministerial departments.  So let’s go the HMRC home page.

OK, some stuff about RTI, that’s good, that’s up to the minute.  Scroll down.  Five picture windows, three of various “HMRC names tax cheats” or publishes prosecution details.  Well, OK, warn off the miscreants.  One window about child benefit disclaimers, OK, probably what lots of people are looking for.  And a new item about HMRC getting an award from the Prince’s Trust.

Scroll down a bit more.

“What we do”

Scroll down

Our policies

Scroll down…

Yes!  Success! “Our Consultations”:

Our consultations

Um… you know you’ve linked to the two CLOSED consultations, right?  Although the “see all of our consultations” link takes you to a gov.uk page which lists the same two OPEN consultation as on the HMRC site, but has different closed consultations…
Let’s try just putting “HMRC consultations” in the search box on the gov.uk first page… which gives you a list of results, but the first of them is this page which purports to list ALL government publications.
Work in progress, then.
(Um… does anyone actually KNOW where the 2013 Finance Bill clauses out for “technical consultation” are or were published?  Anyone?  Bueller???)
This post is the fourth of ten posts I intend to write between now and Red Nose day.  I have now reached (and in fact exceeded) my £50 fundraising target so a big thank you to everyone who donated.  And if you’re still getting round to it… my JustGiving page can be found here.  And thanks again!
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Tweet tweet

March 7, 2013

 

Well this is very interesting: why on earth not?

Confidentiality? Well they could warn (on their profile, for example) that twitter is a public medium and people mustn’t post their own (or anyone else’s!) details on it.

Complexity? Try explaining capital allowances in 140 characters or fewer! But they could, surely, answer generic factual questions. 140 characters isn’t much to work with, but it’s enough to give simple yes/no answers or links to their website or the relevant call centre phone numbers.

I suspect that it’s not so much “can’t” as “won’t”, as in, HMRC can’t respond to your queries via Twitter because it won’t put enough resource into monitoring and responding to its twitter feed, so it’s not going even to try.

But why can’t it be covered by the same people who answer call centre queries? They could have twitter-monitoring duties for half an hour at a time on a rota, and it might be quite an interesting addition to their duties. And I imagine that most of the possible queries could be answered from pre-scripted material, much as I imagine they have scripts for what to say to people when they phone up?

I wonder whether there’s some queasiness about the speed of twitter and the way a badly-worded tweet can create a twitter storm before your press office have noticed there’s a problem, and they are thinking it needs to be communications professionals who monitor the twitter feed, rather than the people who deal with the actual customer on a day to day basis?

Because, if so, that would be a mistake – twitter seems to me to be the place where customer service meets the future. If you have people dealing one to one with customers and they are going to be rude to the individual customer, or give them incorrect information, or misunderstand their enquiries, or otherwise give them bad service, well, you need to know that’s happening. And then stop it. Twitter can help you do that, on fast forward. But equally if you’ve got – as I suspect HMRC has – customer service people who are fully capable of giving good service, with a bit of wit thrown in, then you need to trust them to run with it and take your service up a level. Twitter can help you do that, too, on steroids. Come on, HMRC, jump in!

This post is the third of ten posts I intend to write between now and Red Nose day.  If you feel like supporting me with a morsel of sponsorship, my JustGiving page can be found here.  And thank you!

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Random Pie

March 6, 2013

I’m using the next few days to unpack some of those ideas you have milling around in the back of your head that might either come under the category of Good Idea or, alternatively, What Were You Thinking…

Let’s look today, then, at how HMRC might organise the work it does to counter tax avoidance and evasion in direct taxes – the kind of stuff that I used to do as an Inspector, back in the 20th Century.  In those Olden Days of Yore people and companies used to send in their accounts (on pieces of paper!  I know!!) and then someone used to look at them and decide which category they came into.

There were three categories, I seem to recall.

  • A for Accept.  Someone had a quick look, couldn’t see anything that looked like a problem, so sent the file off for processing.  Most accounts came into that category (because – and let’s not lose sight of this fact – most people are actually honest).
  • R for Review.  That meant that someone like me looked at some of the figures in a bit more depth.    Bear in mind that I was never actually a very GOOD inspector, technically, but even someone like me was expected to bring in around a million a year in adjustments from this kind of bread-and-butter challenge.
  • E for Examine.  Not just one or two figures but the whole basis of the accounts were considered for some reason to be questionable, so the whole thing was investigated or “examined” in depth.

Yes well, that was a long time ago, and I imagine we’re much better off now, looking systematically at risk across the piece rather than relying on the prejudices, talents and know-how of individual inspectors acting alone.  What I’d like to propose, though, is the next step, a new three category system.  (Remember, now we have self-assessment, so the old “A” category looks after itself.)

So my first category is I for Inspection.  I propose that a reasonable proportion of the accounts submitted to HMRC should be audited, with the cases chosen for inspection on a random basis.

Because personally I’m not convinced – admittedly on the basis of no evidence except a gut feeling – that risk-based selection gives a better result than random selection.

HMRC is, understandably, cagey about any figures it might have on the comparative value of random investigations but there is a clue in their tax gap paper, where they say

Most compliance work is risk based, and it can be difficult to use the information gained from such enquiries to assess revenue losses from other taxpayers. However HMRC also undertakes random enquiries, the results of which can be used to extrapolate figures for the rest of the population.

So they still do some “random” enquiries, but of course they’re not going to tell us how many or what the results are, because they have enough problems with people trying to “game” their systems.

But think about the horsemeat scandal.  Was a risk-based inspection system really the best way of guaranteeing the food chain?  Or would we have been better served by someone brandishing a clipboard marching into food processing and distribution centres on a random basis and saying “your number’s up.  Give us a sample of everything…” and then having a proper look?

My first proposal, then, is to have a big chunk of compliance activity take place on a random basis.  So there would be no heat about it, no suggestion of wrongdoing – your number would just be up.  It’s your turn to be audited, mate, sorry – I’ll come round on Thursday to look at all your books and records, all right?

Next: E is for Evaluate.  Someone who wants to come clean before they’re either inspected or investigated can of course come forward and come clean.  You’d call those “evaluation” cases, where you would have a team to take their confession, check it was complete and accurate, and reach a settlement including appropriate financial penalties.

Why is this post called “random pie” though?  Random is pretty obvious – I want to rebalance compliance effort from “risk” to “random”, and PIE is of course an acronym.  We have I for Inspection and E for Evaluate… how about P for Prosecute?  Because one of the things I think was missing from the old system was prosecution.  Yes, the old Revenue used to prosecute a handful of cases, but the discrepancy between the amount you can get prosecuted for if you’re a benefit fraudster  and the level of tax fraud that is settled without any prosecution is striking.

So here’s my suggestion.  Pick a number – almost any number – and stick with it.  Call it the “prosecutable offence limit”.  If you have fiddled your tax – or fiddled your benefits – over the limit, you won’t get a civil settlement but a criminal one.

So there would still be “intelligence led” and “risk based” enquiry work, but it would be conducted differently.  Intelligence led investigation no longer leads to civil settlement but to investigation under PACE and to prosecution.  Yes, of thousand pound tax fiddles, or at least of fiddles over a common threshold to be agreed – if someone’s prosecuted for a thousand pound benefit fiddle then equally someone who’s committed a thousand pound tax fiddle – at least one that’s evidenced to the criminal standard – should be prosecuted.  Why not?

Prosecute where you have evidence, Inspect a random number to keep the system honest, and Evaluate people who confess voluntarily.  Random PIE.  Why not?

This post is the second of ten posts I intend to write between now and Red Nose day.  If you feel like supporting me with a morsel of sponsorship, my JustGiving page can be found here.  And thank you!