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ProACT Sam extends a message of understanding and empathy towards the frustrations many clients face with the UK's HM Revenue and Customs (HMRC).

The process of submitting tax returns and awaiting assessments can be daunting, often marred by delays that stretch from months to years. This episode sheds light on these challenges, particularly emphasising the experiences with HMRC and the efforts to improve the situation.

Clients frequently express concerns over the delay in receiving feedback or assessments from HMRC. It's not uncommon for these waits to extend up to three years, a timeline that understandably fuels frustration. ProACT’s experiences with their Cyprus/ EU office further illustrate this point, where assessment delays previously reached five years. However, thanks to concerted efforts, this has been improved to a more manageable two-year standard. Yet, this pace remains a point of contention, highlighting a need for systemic changes within HMRC.

One notable attempt to address these delays was the removal of the call centre option, aiming to streamline communication. However, this change has not fully alleviated the issue. Call centres, often the first line of interaction, lack the specialised advisors needed to resolve complex queries efficiently. With a daily influx of inquiries but a limited number of consultants and tax inspectors available, backlog and delays are inevitable.

The episode also touches on the broader issues inherent to large organizations with call centres. These include the often frustrating phone systems that lead nowhere and the impersonal nature of such interactions, which can exacerbate client concerns rather than assuage them.

We suggest several potential solutions to these systemic delays, including offering amnesty to clear backlogs or simply starting afresh. Such measures, while drastic, underscore the need for innovative approaches to longstanding bureaucratic challenges.

Despite these hurdles, we can reassure our clients of our commitment to persistence and thorough follow-up on all matters, emphasising the importance of submitting accurate and complete information, assuring clients that with the right approach, their tax returns will be processed successfully.

For those seeking further assistance or advice on navigating UK tax returns, especially expatriates and UK residents facing these administrative challenges, you can contact us.