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Large business says high staff turnover affecting relationship with HMRC

Large businesses are becoming more critical of the way HMRC handles their tax affairs with high staff turnover levels affecting the quality of service provided by new customer relationship managers (CRMs) who are less engaged than before and lack technical knowledge, according to the results of an annual HMRC qualitative survey of their experiences

IFF Research looked at large businesses’ experiences of dealing with HMRC and opinions regarding the administration of current tax policy and changes to legislation as part of an ongoing yearly appraisal.

Reflecting HMRC’s internal structures up to March 2014, it concentrated on three groups: those managed by the large business service (LBS), local compliance large and complex customers with a customer relationship manager (LC CRM); and local compliance large and complex customers with an assigned point of contact (LC CC).

Overall, most large business customers described their experience of dealing with HMRC as good or very good in 2014 - 87% of LBS customers, 78% of LC CRM customers although only two thirds (68%) of LC CC customers were satisfied.

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