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Tax Tip

HMRC to improve bereavement service.

In 2012, HMRC gave a commitment to improve their bereavement service, we asked the ABDS Tax Manager, Stuart Coleman to explain

Stuart Coleman:
“There have been significant changes made in the last two years, one of the main modifications is around form R27 ‘Reclaiming tax or paying tax when someone dies’. As HMRC could not deal with about 50% of forms at the first point of contact, it was clear that they placed a heavy burden on the Personal Representative. To make it easier for customers, HMRC are reducing the amount of information they ask for by making better use of the data they already hold. Real Time Information now gives HMRC all the pay and tax information they need from bereaved customers - making the form R27 unnecessary.”

On 13 October, HMRC will remove form R27 which means that customers will get their tax affairs sorted quickly and need to contact HMRC less. It will also result in substantial cost reductions for the customer and enable HMRC to move staff to other high priority work as they will no longer need form R27.
 

Other improvements HMRC have made, they have

  • created specialist bereavement teams to act as a single point of contact for post and telephone calls for bereaved PAYE and Self-Assessment customers - the Bereavement Helpline answers over 8,000 calls a month in an average of 9.5 seconds
  • made it easier for a bereaved customer to authorise someone else to act for them - HMRC now deals with 95% of agent authorisations at the first point of contact, compared to 5% before the change
  • improved their process by focusing on the customer - for example, HMRC now settles the tax affairs of a Self-Assessment customer in-year instead of at the end of the tax year, giving the bereaved customer certainty more quickly
  • received 34% fewer complaints between April and November 2013, compared to the same period in 2012


If you are unsure and need any help and advice on Self-Assessment or Inheritance Tax, contact Lavinia Newman, Stuart Coleman or Tonmoy Kumar to discuss how ABDS can help

ABDS Chartered Certified Accountants of Southampton.
Tel: 023 8083 6900  E-mail: abds@netaccountants.net

Brilliant with numbers   
Great with people  
Clear and precise with advice
Timely and cost effective 
In touch with issues that face our clients and
mindful of their long term strategic goals

Helping Your Business is Our Business

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