HMRC 4+

Feedback

I find it frustrating I can’t just speak to someone, but the app is amazing! Really easy to use. I just hope everything is correct?? As I have a question but haven’t been able to get an answer and when it’s my fault it’s very black and white even through I have spent hours trying to get help. I also think HMRC should employ some behavioral science to there language, you are so ration as you know what your talking about but for the normal person like me who may be amazing in their field of work, you are really hard to understand and it makes people panic. They are only trying to do things correctly but there is still so much fear as we don’t understand your language. But the app is great and goes a long way in helping the fear and frustration

Developer Response ,

Hi. Thanks you for your feedback on the app. We are trying to make things easier for customers like yourself so we appreciate you reaching out so we can try and improve things moving forward.

We apologise if you have been having difficulties in contacting HMRC and appreciate this can sometimes be frustrating. This link should help you in contacting the relevant department via the phone, digital assistant web chat. https://www.gov.uk/contact-hmrc

Payment of tax bill

I logged into the hmrc app via a web browser and did my tax return. I got several emails to my email account with a very general “if you have a bill to pay you should pay it now” type message. I kept logging in to the web browser but it isn’t at all obvious how to find this information. You would expect there would be something in messages but there is nothing there. I eventually found a bit in the self assessment section about how much i owed but there is no link to pay it. You can find the payment section but there all you get is a box where you can type some amount you want to pay rather than anything where you specifically see the bill and can pay it. I then installed the app on my phone tho I don’t really want a dedicated app on my phone for something i do once a year. Here it was clear what my bill was, i clicked to pay, chose my bank, it took me to my bank app and i chose the account and then it redirected me to some third party thing called ecopay that just hung for 10-15 mins. I eventually reloaded and went through the payment again with the same result but then when I eventually reloaded it said “paid”. So ecopay is very poor and why on earth can’t I just pay directly from my bank rather than go through this random third party. This is all well established tech that very small companies get right and I don’t think being government or public sector is an excuse for delivering such a poor service.

Tax credit renewal is confusing

This is the first year I have used the app to renew my tax credits. Initially I was prompted for a PIN but didn’t have one. The app needs to explain for first time users that they will be directed to create a PIN the first time they use the app AFTER they have logged in. I then had to re-complete the login process using two factor authentication text sent to my phone and was subsequently asked to create a PIN which I did and enable fingerprint ID.
The questions in the app seemed clear and easy to follow with one notable exception. The total earnings figure is automatically generated from my P60. Fine, but there is nowhere to input allowable deductions such as allowable pension contributions and uniform maintenance allowance. Having worked my way round the questions several times in a loop I reasoned the only way to report these deductions was to amend the P60 figure, despite the online form confusingly stating that this field was for the earnings figure BEFORE deductions. There is NOWHERE ELSE to input any other earnings figure. This is confusing and will lead to underpayment of tax credits if people are not aware of this and do not include their allowable deductions here.