Calls for HMRC to introduce correspondence tracking tool

HMRC is being urged to create a tracking system for all correspondence, claims and returns from taxpayers and their agents.

Lack of visibility causing frustration

A new correspondence tracking tool would help to tackle the frustration, delays and unnecessary contact caused by the current lack of visibility.

This is according to the Association of Taxation Technicians (ATT), which highlights the fact that taxpayers are able to track other official applications through government services, like passports, for example.

However, there is no easy way to confirm whether HMRC has processed a tax return, claim or piece of correspondence, or to see where it sits in the system.

ATT suggests digital tracking system

ATT members have reported that this lack of transparency causes inconvenient and time-consuming progress-chasing, with taxpayers and agents forced to phone HMRC just to check whether something has been received or lost.

The ATT is suggesting a simple digital tracking system that would:

• Acknowledge receipt of correspondence with a reference number.
• Show indicative specific turnaround times, instead of generic information.
• Provide status updates as cases progress.

Jon Stride, chair of the ATT’s Technical Steering Group, said, “There are delays in HMRC turning around correspondence, returns and claims submitted on behalf of their clients.

“A progress tracking system could also enable HMRC to make significant improvements in customer service. Telephone lines, which are often under immense pressure, would only need to be used by those taxpayers or agents with more complex matters, as there would be no need to call HMRC to progress chase in most cases.”

To find out more about contracting, please contact Jaime on 01442 795 100 or email jaime.thorpe@dolanaccountancy.com.