Category Archives: HMRC Publications

VAT: Longer prison sentences for tax fraud

By   16 April 2018
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The latest figures from the Ministry of Justice show that for fraud offences including; VAT, Excise Duty, and Custom Duty the average length of custodial sentences has increased by around 25%. The average sentence is now four years one month, up from three years three months as the government clamps down on tax evasion.

Why longer in jail?

It is thought that the reasons for this are that:

  • HMRC is demanding longer sentences
  • HMRC is pursuing an increasing number of suspected fraudsters
  • HMRC is devoting more resources to carrying out investigations
  • CPS has been pushing for tax frauds to be considered as a more serious offence (which, obviously, carry longer sentences).

Criminal prosecution has also increased enormously as a result of the Revenue and Customs Prosecutions Office being incorporated with the CPS. HMRC is no longer just interested in getting the VAT, it wants prosecutions, the convictions….and the tax. A person criminally prosecuted for evasion does not escape paying the tax and they will be chased for it. A fraudster may be prosecuted under the Proceeds of Crime Act 2002 and the Money Laundering Act 2007.

More resources

The news comes as companies including Amazon and eBay have agreed to give their data to HMRC in an effort to crack down on VAT evasion by overseas retailers. The deal will mean the companies will provide merchant’s data to tax officials so that fraudulent trends can be spotted.

HMRC have also been using increasingly technical procedures on data which was previously unavailable to them – details here

Naming and shaming

In addition, HMRC also publish details of people who deliberately “get their tax affairs wrong”. The current list is here 

What is evasion, and what is the difference between that and avoidance?

I am often asked about the distinction between avoidance and evasion. Broadly, the difference between avoidance and evasion is legality. Tax avoidance is legally exploiting the tax system to reduce current or future tax liabilities by means not intended by Parliament. It often involves artificial transactions that are contrived to produce a tax advantage.  Tax avoidance is not the same as tax planning or mitigation.

Tax evasion is to escape paying taxes illegally. This is usually when a person misrepresents or conceals the true state of their affairs to tax authorities, for example dishonest tax reporting.

Technical

The relevant legislation covering the offences of fraudulent evasion of VAT is under section 72(1) of the Value Added Tax Act 1994, furnishing false information under section 72(3) and committing evasion over a period under section 72(8). Section 72(8)(b) sets out that the offence is subject to”…imprisonment for a term not exceeding seven years…”.

Summary

The message is clear; after being criticised by the Public Accounts Committee for not have a clear strategy for dealing with tax fraud and not pursuing criminal prosecution in enough cases HMRC has demonstrated that it is prepared to go after more businesses and individuals and put more resources into detecting and prosecuting fraudulent activities.

Sleep tight

We always recommend full disclosure to HMRC, it is preferable to sleep at night (rather than trying to sleep in a prison cell).  Of course, the very best course of action is not to commit tax fraud…

VAT – What is Reasonable Care?

By   12 April 2018
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What is reasonable care and why is it so important for VAT?

HMRC state that “Everyone has a responsibility to take reasonable care over their tax affairs. This means doing everything you can to make sure the tax returns and other documents you send to HMRC are accurate.”

If a taxpayer does not take reasonable care HMRC will charge penalties for inaccuracies.

Penalties for inaccuracies 

HMRC will charge a penalty if a business submits a return or other document with an inaccuracy that was either as a result of not taking reasonable care, or deliberate, and it results in one of the following:

  • an understatement of a person’s liability to VAT
  • a false or inflated claim to repayment of VAT

The penalty amount will depend on the reasons for the inaccuracy and the amount of tax due (or repayable) as a result of correcting the inaccuracy.

How HMRC determine what reasonable care is

HMRC will take a taxpayer’s individual circumstances into account when considering whether they have taken reasonable care. Therefore, there is a difference between what is expected from a small sole trader and a multi-national company with an in-house tax team.

The law defines ‘careless’ as a failure to take reasonable care. The Courts are agreed that reasonable care can best be defined as the behaviour which is that of a prudent and reasonable person in the position of the person in question.

There is no issue of whether or not a business knew about the inaccuracy when the return was submitted. If it did, that would be deliberate and a different penalty regime would apply, see here  It is a question of HMRC examining what the business did, or failed to do, and asking whether a prudent and reasonable person would have done that or failed to do that in those circumstances.

Repeated inaccuracies

HMRC consider that repeated inaccuracies may form part of a pattern of behaviour which suggests a lack of care by a business in developing adequate systems for the recording of transactions or preparing VAT returns.

How to make sure you take reasonable care

HMRC expects a business to keep VAT records that allow you to submit accurate VAT returns and other documents to them. Details of record keeping here

They also expect a business to ask HMRC or a tax adviser if it isn’t sure about anything. If a business took reasonable care to get things right but its return was still inaccurate, HMRC should not charge you a penalty. However, If a business did take reasonable care, it will need to demonstrate to HMRC how it did this when they talk to you about penalties.

Reasonable care if you use tax avoidance arrangements*

If a business has used tax avoidance arrangements that HMRC later defeat, they will presume that the business has not taken reasonable care for any inaccuracy in its VAT return or other documents that relate to the use of those arrangements. If the business used a tax adviser with the appropriate expertise, HMRC would normally consider this as having taken reasonable care (unless it’s classed as disqualified advice)

Where a return is sent to HMRC containing an inaccuracy arising from the use of avoidance arrangements the behaviour will always be presumed to be careless unless:

  • The inaccuracy was deliberate on the person’s part, or
  • The person satisfies HMRC or a Tribunal that they took reasonable care to avoid the inaccuracy

* Meaning of avoidance arrangements

Arrangements include any agreement, understanding, scheme, transaction or series of transactions (whether or not legally enforceable). So, whilst an arrangement could contain any combination of these things, a single agreement could also amount to an arrangement.  Arrangements are `avoidance arrangements’ if, having regard to all the circumstances, it would be reasonable to conclude that the obtaining of a tax advantage was the main purpose, or one of the main purposes of the arrangements.

NB: We at Marcus Ward Consultancy do not promote or advise on tax avoidance arrangements and we will not work with any business which seeks such advice.

Using a tax adviser

If a business uses a tax adviser, it remains that business’ responsibility to make sure it gives the adviser accurate and complete information. If it does not, and it sends HMRC a return that is inaccurate, it could be charged penalties and interest.

None of us are perfect

Finally, it is worth repeating a comment found in HMRC’s internal guidance “People do make mistakes. We do not expect perfection. We are simply seeking to establish whether the person has taken the care and attention that could be expected from a reasonable person taking reasonable care in similar circumstances…” 

New VAT Road Fuel Scale Charges from 1 May 2018

By   28 March 2018
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HMRC have announced new figures for the valuation of Road Fuel Scale Charges.

These are used to calculate how much VAT is payable to HMRC on fuel if a person uses a business car for private purposes. This avoids having to keep detailed mileage records.

A summary here:

Description of vehicle: vehicle’s CO2 emissions figure VAT inclusive consideration for a 12 month prescribed accounting period (£) VAT inclusive consideration for a 3 month prescribed accounting period (£) VAT inclusive consideration for a 1 month prescribed accounting period (£)
120 or less 562 140 46
125 842 210 70
130 900 224 74
135 954 238 79
140 1,013 252 84
145 1,067 266 88
150 1,125 280 93
155 1,179 295 98
160 1,238 309 102
165 1,292 323 107
170 1,350 336 111
175 1,404 351 116
180 1,463 365 121
185 1,517 379 125
190 1,575 393 130
195 1,630 407 135
200 1,688 421 140
205 1,742 436 145
210 1,801 449 149
215 1,855 463 154
220 1,913 477 159
225 or more 1,967 491 163

HMRC have made a simple tool available for these calculations (which will now have to be updated…..).

VAT: Fulfilment Businesses – HMRC announce new rules

By   12 March 2018
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The Fulfilment Businesses (Approval Scheme) Regulations 2018

New regulations come into place on 1 April 2019 which will affect fulfilment businesses (entities which carry out the process of taking an order and executing it by making it ready for delivery to its intended customer, usually involving warehouse pickup, packaging, labelling, etc).  These are known as The Fulfilment Businesses (Approval Scheme) Regulations 2018 and apply to businesses distributing goods to customers in the UK on behalf of suppliers based in countries outside the EU (third countries). The regulations set out that such businesses will be required to be approved by HMRC in order to carry on its activities. Voluntary registration will begin from 1 April 2018.

The rules cover:

  • how to register
  • how and when to make an application for approval
  • the obligations under the scheme (which include the requirement to carry out due diligence in respect of the third party suppliers and verifying a third country customer’s VAT registration number)
  • and, as always with VAT; the penalties for breaches of the regulations

The Finance (No. 2) Act 2017, section 49(1) provides that a person may not carry on a third country goods fulfilment business otherwise than in accordance with an approval given by the HMRC. A person carries on a third country goods fulfilment business if they meet the test set out in section 48 of the Finance (No. 2) Act 2017 . This test may be summarised as:

  • a person carries on a third country goods fulfilment business if the person, by way of business;
    • stores third country goods which are owned by a person who is not established in a Member State, or
    • stores third country goods on behalf of a person who is not established in a Member State,

at a time when the conditions below are met in relation to the goods.

The conditions are that:

  • there has been no supply of the goods in the United Kingdom for the purposes of VATA 1994, and
  • the goods are being offered for sale in the United Kingdom or elsewhere

Usually, but not always, these are goods purchased online. Goods are “third country” goods if they have been imported from a place outside the EU.

These regulations follow on from measures announced in 2016 which state that HMRC will direct certain representatives for overseas businesses to appoint a VAT representative with joint and several liability for online marketplaces. The measures enable HMRC to hold an online marketplace jointly and severally liable for the unpaid VAT of an overseas business that sells goods in the UK via that online marketplace.

These measures further strengthen HMRC’s hand in an area which they consider a substantial amount of VAT is lost to them.

Please contact us if these new rules affect you or your clients.

VAT: Making Tax Digital (MTD) New Regulations

By   5 March 2018
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The regulations for MTD have been published. These are known as The Value Added Tax (Amendment) Regulations 2018 and full details are available here

The Regulations set out that businesses to which the Regulations apply (see below) will be required to retain electronic records using functional compatible software and submit VAT returns via an Application Programming Interface (API) platform. HMRC has previously announced that acceptable software will include spreadsheets, but these will be required to be used in specific ways.

We are yet to see precise details of the relevant software and API platform, but it makes sense for VAT registered businesses to consider the implications of MTD and to plan for its introduction. 1 April 2109 seems a way off, but as always, it’s best not to wait until the last minute.  We expect more information in the coming months and we will endeavour to keep you up to date.

Background

MTD for VAT will come into effect from 1 April 2019. From that date, businesses with a turnover above the VAT threshold (currently £85,000) will have to:

  • keep their records digitally (for VAT purposes only), and;
  • provide their VAT return information to HMRC through MTD functional compatible software

What is compatible software?

The VAT Notice defines “functional compatible software” as “a software program or set of compatible software programs the functions of
which include—recording and preserving electronic records in an electronic form; providing to HMRC information from the electronic
records and returns in an electronic form and by using the API platform; and receiving information from HMRC using the API platform in
relation to a person’s compliance with obligations under these Regulations which are required to be met by use of the software”.

Submission to HMRC may be either through linking/bridging software or via API enabling the spreadsheets to access HMRC APIs and report data to HMRC systems.

What HMRC say about MTD

MTD was introduced with the following comments:

“The government recognises that the majority of businesses want to get their tax right, but the latest tax gap figures published by HMRC show that too many otherwise compliant businesses find this hard, even some who use an agent to help them. As a result over £8 billion a year in tax is lost from avoidable taxpayer errors.  This not only costs the public purse, it also causes businesses cost, uncertainty and worry when HMRC is forced to intervene to put things right.

HMRC wants to do more to help businesses get their tax right and MTD is a very important step in that direction. It will help businesses steer clear of avoidable errors, and give them a clearer view of their tax position in-year.

Businesses (including self-employed and landlords) will keep records of their income and expenditure digitally, and send summary updates quarterly to HMRC from their software (or app).

MTD will bring the tax system into line with what businesses and individuals now expect from other online service providers: a modern digital experience

MTD will help businesses get their tax and NICs right first time. That will reduce the likelihood of errors, giving businesses greater certainty

MTD is anticipated to take out around 10% of error on an ongoing basis, and give businesses a clearer view of their tax position in-year, enabling them to plan to meet their tax obligations at minimum cost and minimum disruption…”

 Please contact us if you have any queries or would like to discuss MTD.

Imports – The jargon explained

By   1 March 2018
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The minefield of importing

VAT is only one consideration when importing goods.

Further to my article on proposed changes to imports and exports I have been asked what some terms used in the import of goods mean. So below is, what I hope, a helpful explanation of UK import terms.

We are happy to assist with any general queries and we provide a comprehensive Customs Duty service via our associates with specialised, in-depth knowledge of this complex area.

We recommend regular reviews of a business’ import procedures. This may highlight deficiencies but also provide opportunities to save money or improve cashflow.

Term Description
Anti-Dumping Duty A customs duty on imports providing a protection against the dumping of goods in the EU at prices substantially lower than the normal value
ATA carnet An international customs document for temporary importation and exportation regulated under the terms of the ATA or Istanbul Convention
C 88 (SAD) The UK version of the Single Administrative Document (SAD) for making import, export and transfer declarations
CAP Common Agricultural Policy
CDS Customs Declaration Service to be launched from August 2018. Replaces CHIEF
CFSP (Customs Freight Simplified Procedures) Simplified procedure for the importation of third country goods including the simplified declaration procedure and local clearance procedure
CHIEF (Customs Handling of Import and Export Freight). The Customs entry processing computer system. Soon to be replaced
CIE Customs input of entries to CHIEF
Community Member States of the European Union
Community Transit A customs procedure that allows non EU goods on which duty has not been paid to move from one point in the EU to another
Countervailing duty A customs duty on goods which have received government subsidies in the originating or exporting country
CPC (Customs Procedure Code) A 7-digit code used on C88 (SAD) declarations to identify the type of procedure for which the goods are being entered and from which they came. Details of CPCs can be found in The Tariff
Customs charges customs duties
import VAT
specific customs duty (previously CAP charges)
Anti-Dumping Duty
Countervailing Duty
excise duties
Customs duty An indirect tax that provides protection for Community industry. Raised on imported goods, it does not include excise duty or VAT
Customs warehouse A system or place authorised by customs for the storage of non-Community goods under duty and/or VAT suspension
EU European Union
EU Country Member country of the European Union
Euro (€) European currency unit
Excise duty A duty chargeable, in addition to any customs duty that may be due, on certain goods listed in The Tariff, volume 1 part 12 paragraph 12.1
Free Circulation Goods imported from outside the EU are in free circulation within the EU when:

all import formalities have been complied with

all import duties, levies and equivalent charges payable have been paid and have not been fully or partly refunded

goods that originate in the EU are also in free circulation
Free Zone A designated area into which non-EU goods may be moved and remain without payment of customs duty and/or VAT otherwise due at importation
INF6 (C1245) Information sheet 6 is a document used when TA goods travel between EU Countries. It provides details of the goods at the time of their first entry to TA in the EU. It does not replace the C88 (SAD)
IP (Inward Processing ) A customs procedure providing relief from import duty on goods imported to the EU or removed from a customs warehouse, for process and export outside the EU
Member State Member country of the European Union
PCC (Processing under Customs Control) A system of import duty relief for goods imported or transferred from another customs regime for processing into products on which less or no duty is payable
Person established in the EU In the case of a natural person, any person who is normally resident there.

In the case of a legal person or an association of persons, any person that has, in the EU:

its registered office
its central headquarters
or
a permanent business establishment
Person established outside the EU In the case of a natural person, any person who is not normally resident there.

In the case of a legal person or an association of persons, any person that has, outside the EU

its registered office
its central headquarters
or
a permanent business establishment
Pre-entry Notification to customs of your intention to export the goods by the submission of an entry
Preference Arrangements which allow reduced or nil rates of customs duties to be claimed on eligible goods imported from certain non-EU countries
SAD (Single administrative document) Document used throughout the EU for making import/export declarations – the UK version is Form C88
TA goods Temporary Admission goods
Tariff The Tariff consists of 3 volumes

Volume 1
contains essential background information for importers and exporters, contact addresses for organisations such as Department for Business, Innovation and Skills, Department of Environment, Food and Rural Affairs and Forestry Commission. It also contains an explanation of Excise duty, Tariff Quotas and many similar topics

Volume 2
contains the 16,000 or so Commodity Codes set-out on a Chapter by Chapter basis. It lists duty rates and other directions such as import licensing and preferential duty rates

Volume 3
contains a box-by-box completion guide for C88 (SAD) entries, the complete list of Customs Procedure Codes (CPCs), Country / Currency Codes, lists of UK ports and airports both alphabetically and by their legacy Entry Processing Unit (EPU) numbers, and further general information about importing or exporting.

The Tariff is available on an annual subscription and is also available at some larger libraries. You can buy the Tariff in printed and CD ROM formats or subscribe to the new e-service from the Stationary Service referred to in paragraph 1.5
Third country Any country that is outside the Customs Territory of the EU

It is likely that some of these terms will change in the future and with the uncertainty of Brexit who knows what changes will be required.

Digitisation of the VAT Retail Export Scheme – Update

By   23 February 2018
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What is the VAT Retail Export Scheme (VAT RES)?

The VAT RES allows:

  • overseas visitors (generally, persons who live outside the EC) to receive a refund of VAT paid on goods exported to destinations outside the EC
  • retailers to zero-rate goods sold to entitled customers when they have the necessary evidence of export and have refunded the VAT to the customer

Such treatment is subject to a number of conditions:

  • the customer must be entitled to use the scheme
  • the goods must be eligible to be purchased under the scheme*
  • the customer must make the purchase in person and complete the form at the retailer’s premises in full
  • the goods must be exported from the ECby the last day of the third month following that in which the goods were purchased
  • the customer must send the retailer or the refund company evidence of export stamped by Customs on an official version of Form VAT 407, an approved version of Form VAT 407 or an officially approved invoice
  • the retailer or the refund company must not zero-rate the supply until the VAT has been refunded to the customer

Typically, a retailer will charge UK VAT to an overseas visitor until the visitor has returned the appropriate documentation which has been suitably stamped at the port of departure from the UK.

* Certain goods are excluded from VAT RES. These include; motor vehicles for personal export, boats sold to visitors who intend to sail them to a destination outside the EC, goods over £600 in value exported for business purposes, goods exported as freight or unaccompanied baggage, unmounted gemstones, bullion, goods consumed in the UK and goods purchased by mail order including those purchased over the Internet. (This list is not exhaustive).

Full details of VAT RES scheme here https://www.gov.uk/government/publications/vat-notice-704-vat-retail-exports/vat-notice-704-vat-retail-exports

VAT RES is a voluntary scheme and retailers do not have to operate it. Those who do must ensure that all the conditions set out in the above notice are met. In certain areas (such as the West End of London) businesses which offer VAT RES have a commercial/price advantage over those shops which do not.

So what is new?

HMRC has recently (this month) provided an update on their project to digitise the VAT RES system, to improve the efficiency for both retailers and travellers, and also to help reduce fraud. Details here

https://www.att.org.uk/sites/default/files/180213%20VAT%20Retail%20Export%20Scheme.pdf

We are able to advise further on this matter if required.

VAT: More flexibility on VAT rates, less red tape for small businesses

By   18 January 2018
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The European Commission (EC) has today proposed new rules which it is claimed will give Member States more flexibility to set VAT rates and to create a better tax environment to help SMEs flourish.

The proposals are the final steps of the EC’s overhaul of VAT rules, with the creation of a single EU VAT area to dramatically reduce the €50 billion lost to VAT fraud each year in the EU, while supporting business and securing government revenues.

Further details: “Action Plan on VAT – Towards a single EU VAT“

VAT: Disclosure of Avoidance Schemes – new rules

By   15 January 2018
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What needs to be disclosed, and by whom?

The Disclosure of Avoidance Schemes (VAT & Other Indirect Taxes) rules came into effect this month. HMRC Notice 799 sets out the new disclosure rules which are wider than the previous rules and now apply to all indirect taxes (ie; Insurance Premium Tax, General betting Duty, Pool Betting Duty, Remote Gaming Duty, Machine Games Duty, Gaming Duty, Lottery Duty, Bingo Duty, Air Passenger Duty, Hydrocarbon Oils Duty, Tobacco Products Duty, Duties on Spirits, Beer, Wine, Made-Wine and Cider, Soft Drinks Industry Levy, Aggregates Levy, Landfill Tax, Climate Change Levy and Customs Duties) – not just VAT.

The Notice contains information on what to do if a person promotes or uses arrangements (including any scheme, transaction or series of transactions) from 1 January 2018 that will, or are intended to, provide the user with a VAT or other indirect tax advantage when compared to adopting a different course of action.

The information includes:

  • What arrangements must be disclosed to HMRC
  • Who has responsibility to disclose notifiable proposals or arrangements to HMRC
  • Deciding who is a promoter of notifiable proposals or arrangements
  • Deciding who is an introducer of a notifiable proposal
  • What the obligations are as a promoter of notifiable proposals or arrangements
  • What the obligations are as an introducer of a notifiable proposal
  • What the obligations are as a user of notifiable arrangements including when there is a responsibility to disclose
  • How to make a disclosure to HMRC

It is crucially important to establish who is required to notify HMRC and of what. The rules do not just cover tax advisers but may also affect businesses directly.  

The effect of disclosure

A disclosure under the new rules has no effect on the tax position of any person who uses the arrangements. However, a disclosed arrangement may be challenged by HMRC or may be rendered ineffective by legislative action by Parliament.

Please contact us if you think any of the above affects you.

VAT: How well did HMRC perform?

By   15 January 2018
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The Public Accounts Committee has published its report on HMRC’s Performance in 2016–17. Things are far from rosy…

The report highlights concerns for customer service from growing challenges facing HMRC. It states that HMRC is undertaking 15 major transformation programmes and comments that “With Brexit it faces additional pressures and is having to consider how to change priorities. It needs to be clear about what it will do differently, or not do, and what the impact will be on customer service.”

“Together with the Treasury, HMRC has to make tough decisions on how it allocates limited resources to its operations to increase tax revenues, protect performance levels, prioritise its transformation and estate programmes, and invest in measures to tackle tax evasion, fraud and error.”

Comments from the Committee Chair, Meg Hillier MP do not hold back:

“HMRC’s transformation programme would have been less risky had it not attempted to do everything at the same time. What was already a precarious high-wire act is now being battered by the winds of Brexit, with potentially catastrophic consequences. Action arising from allegations in the so-called Paradise Papers could also significantly increase the authority’s workload.  HMRC accepts something has to give and it now faces difficult decisions on how best to use its limited resources—decisions that must give full consideration to the needs of all taxpayers. In particular we are concerned about the effect on people simply trying to pay their fair share. HMRC’s customer service has improved on the appalling levels of recent years but its claims about call-answering times don’t stack up. Any new deterioration would be wholly unacceptable.”

There are concerns too about the impact of changes in the welfare system, which could increase the financial risks faced by vulnerable Tax Credits claimants. At the same time, the level of Tax Credits fraud and error has gone up and is only going to get worse.

These are serious, pressing challenges for HMRC, requiring swift and coordinated action in Government. As a matter of urgency the authority must set out a coherent plan and demonstrate it is fit for the future.”

Conclusions and recommendations

Specifically, there are eight conclusions and recommendations which are summarised below:

  • The ‘Paradise Papers’ leak suggests potentially serious and extensive allegations of tax evasion and avoidance.

Recommendation: HMRC should obtain the information from the ‘Paradise Papers’ as soon as possible, and report back to the Committee by March 2018 to set out its response, including any additional revenue likely to be at stake.

  • HMRC is unclear how far it can close the tax gap with existing resources.

Recommendation: HMRC should set target levels for reduction of the tax gap, including for the SME sector, and set out how HMRC will be more responsive to emerging risks.

  • HMRC’s transformation programme is not deliverable as planned due to unrealistic assumptions, and increased pressure from the additional workload caused by Brexit.

Recommendation: HMRC should report back to the Committee by March 2018 with clear plans on how it will manage the many challenges it faces due to Brexit and its ongoing transformation programmes and update its original assumptions and amend its forecasts for its transformation programme, particularly those concerning customer demand for its various services.

  • The committee is not convinced that HMRC will obtain value for money from long-term leases, without break clauses, for its new estate of 13 large regional centres.

Recommendation: HMRC and the Government Property Unit should use their strong negotiating position to ensure they gain sufficient flexibility in the terms for the four regional centre leases yet to be signed, and should examine ways to build in greater flexibility from the eight regional centre leases already signed.

  • The committee recognises the improvements in customer service since the unacceptable levels of 2015−16, but are concerned about HMRC’s ability to maintain this level of performance.

Recommendation: HMRC should ensure it continues to deliver a consistent and reasonable level of service to all its customers. The committee will be monitoring performance and will return to this issue.

  • The average time it takes for customers to speak to an adviser when they call is longer than HMRC claims.

Recommendation: HMRC should introduce a new set of measures that better reflect the actual experience of customers. Automated telephony time should be included within the five minute speed to answer target.

  • Vulnerable people receiving Tax Credits are at increased risk of financial problems as they transfer to Universal Credit.

Recommendation: HMRC to report back to the committee by March 2018 to explain how it will take care of the interests of vulnerable people receiving Tax Credits. This should include how it will work with DWP to manage claimants’ transition to Universal Credit, and protect them against aggressive departmental activity to reclaim overpayments due to error and fraud.

  • We are alarmed to hear that the level of Tax Credits error and fraud has risen and is only going to get worse.

Recommendation: HMRC should set out its strategy for tackling Tax Credits error and fraud, given the additional risks posed by transfer to Universal Credit, including a cost-benefit analysis of its approach.

From a VAT perspective, it does seem that customer service has slightly improved from what was a completely awful level the year before. Unfortunately, this service is still unacceptable and frankly, I also find that the time waiting for a telephone call to be answered as stated by HMRC is highly dubious. Personal experience insists that they still have a great deal of work to do in this area and this is reinforced by discussions with other advisers in all areas of tax.