Apart from Darth Vader, the Daleks and the Abominable Snowman, there are few things in life more scary than HMRC.  The people who work there are notoriously humourless and, as well as being focused on collecting your money, they possess wide and draconian statutory powers.  

Accordingly, complaining to HMRC can feel incredibly daunting – but, importantly, it is not impossible.  Read on if you’d like some top tips on how to approach the process of raising a dispute with them.

• HMRC employees are obliged by law to act fairly and reasonably. This means that they should not, in theory, pick on you just because you have complained.  Keep this is mind – and try not to be overly defensive with any representative you speak with.

• By behaving reasonably, politely and being measured and sensible in all exchanges, you will enhance your chances for a satisfying resolution.  I have had great personal success in getting a one-to-one dialogue with a particular individual who, far from being hostile, was helpful and sympathetic.

• Unreasonable delays by HMRC, mistakes or poor conduct should not be tolerated.  If however your issue is much more in the domain of legal or technical you will be well served by getting professional help.

• Make use of the appropriate channels where you know you’ll be speaking with the right person. Before making your complaint consult HMRC’s website, which contains dedicated helplines for complaining about most issues, ranging from VAT to National Insurance.

• Although a telephone conversation is not a bad idea, follow it up with something in writing. You can set out all the details of your complaint and thus have a clear record should things be escalated further.  If it is serious, HMRC will appoint a complaints handler to deal with you.

• When you complain you should be very specific about what you want – this is not like making an open-ended complaint to an airline or a chocolate company.  HMRC will not treat you as a valued customer!
• Do not launch into “war mode” unless you absolutely have to do so.  

• If your complaint does fail to get the response you expected then try taking it to adjudication  – see www.adjudicatorsoffice.gov.uk for details. The Parliamentary Ombudsman or your MP are also avenues to explore if the issue is very serious.

In short, do not be afraid.  HMRC will not bite you.