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According to the Large Business Panel survey carried out at the end of 2010, the majority of large businesses were satisfied overall with the level of service provided by HM Revenue & Customs. Satisfaction levels were higher from Large Business Service customers, with Large and Complex customers who had a Customer Co-ordinator assigned to them being least satisfied, with 67 percent. Only a third of these believed that they had satisfactory access to tax specialists.

Among the customers of HMRC, awareness levels of anti avoidance initiatives was very high, with a large number of businesses feeling confident that they knew what constituted tax avoidance according to HMRC. The administrative burden of business was an area considered to have increased dramatically over the last year by most of the businesses surveyed.

The Customer Relationship Manager assigned to Large and Complex customers appears to have increased levels of satisfaction with HMRC across this group, whereas the Large and Complex customers with a Customer Co-ordinator were less satisfied with service from HMRC. This could be as a result of the Customer Co-ordinator only being introduced towards the end of 2010. All customers of HMRC consider the decision making process to be less transparent than it could be, with inadequate access to tax specialists.

A spokesman for HMRC told the Tax Journal that they were aware that improvements could be made, saying:

“The findings from this research will continue to be used to improve services to our customers as well as to inform our business planning.”

He added:

“The research will also enable us to measure our progress in delivering services to our large business customers.”

About The Author

Gary Fields

Content Writer working alongside our expert accountants to bring you the latest Tax and Accounting news.

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