How NOT to treat your customers by HMRC

In Notebook, Uncategorised by NarcisLeave a Comment

It’s that time of the year where we all have to deal with the HMRC. Usually, my accountant deals with it, so it’s an organisation that I’m not often involved with.

This is the organisation that we pay taxes, not a business that you may or not opt out to use. It’s day two, and I still haven’t solved my problem. I’m breathing in and breathing out 🧘🏻‍♂️ and not losing my will to live. One thinks I am learning, that’s for sure is how not to treat your customers.

Don’t create a frustration loop

Forgetting your details for a system that you only use once a year is not that difficult. Most companies will have a relatively straight forward way to recover these details via email. Now I understand, and I am thankful that with HMRC is a bit more secure, maybe too secure that you can’t recover them ever again.

I have clicked on Lost ID and Password, and they ask you to call a phone that a machine says that they say they can’t tell you the details over the phone to go to the website.

HMRC can afford this because the “customer” has no other choice. However, a business should be careful with this sort of traps because will discourage your clients and they will go elsewhere.

Be human

In these two days, I have only managed to speak to one person. However, this person could easily be a robot as she would act like one. When I manage to get through she asked my verification information, which I got wrong and automatically she said sorry I can’t retrieve the details. Could she not be more human and say let’s try again? Or Prompt you to a solution?

Being nice is the easiest thing to do. Requires no skills and is the most significant ROI you’ll ever find.

Offer alternatives

I am trapped in this loop, and there is no exit. I can see to be able to find any other ways to access my information.

If you don’t offer your customers alternatives, they will find them by themselves.

Let your costumes to the complaint

This is a funny one, makes me laugh. I can’t access to my details, and I feel frustrated that there is no way. I went to the complaints page and guess what? Yes, you need your login details to complain.

No one likes to get a claim. But through complaints, you can learn and improve. HRMC will never know about their loop problem because there is no way we can communicate or file a complaint about it.


The conclusion is that businesses with no competition have very little pressure for innovation and to have good customer service. Why would they?

From my point of view is that HMRC should be very efficient and helpful as they are the people who collect taxes from businesses and businesses don’t have any choice about it.

I’ll keep you posted…

If you have had a similar problem before it would be great to hear about it over social media or comments below.

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