Behind the Numbers: A Morning in an Accountancy Practice
Behind the numbers, accountancy is rarely quiet, predictable, or boring. From HMRC phone queues to digital tax accounts that don’t behave as expected, this post shares a real morning inside an accountancy practice — the frustrations, the challenges, and the very human side of the job.
A Simple Task That Wasn’t So Simple
Yesterday started with what should have been a straightforward appointment. A client needed help setting up their personal digital tax account so they could access up-to-date information about their earnings and tax position.
At first, everything went smoothly. We uploaded identification, completed the facial scan, and added an email address and mobile number. The whole process took around five minutes. However, just as we reached the final screen, an unexpected message appeared.
Setting Up a Personal Digital Tax Account
The system informed us that the account details had already been linked to a different email address and user account — one the client did not recognise. Naturally, this raised immediate concerns. What should have been a simple setup suddenly felt like a potential security issue.
As a result, we contacted HMRC’s online services team to investigate further.
When an HMRC Account Raises Security Concerns
Although we explained our concerns clearly, the initial response was surprisingly relaxed. A case reference was created, and we were advised that someone would be in touch within six weeks.
Unfortunately, six weeks passed with no contact.
Contacting HMRC as a Registered Tax Agent
When I followed up, I was told that HMRC could only discuss the matter directly with the client, despite me being the registered tax agent. Consequently, the client took time off work to attend the office so we could deal with the issue together.
We called HMRC promptly at 9am and spent the next hour repeating the entire process. During this call, we discovered that the original case had been automatically closed after a note was added stating that HMRC had attempted to call once and received no answer.
The Reality of HMRC Phone Queues
At this point, the situation became even more frustrating. A new case was opened, and once again we were told someone would contact the client in six weeks. I asked whether additional contact attempts could be made if the client was unavailable the first time — for example, if they were in a meeting.
Unfortunately, I was informed that the system closes cases automatically.
I also requested that communication be sent by email and that I be included as the client’s agent. The response was… maybe.
Escalating a Potential HMRC Security Issue
The rest of the morning was spent on the phone to HMRC, including being cut off and, at one point, being told rather abruptly, “Don’t try to tell me how to do my job.” Eventually, however, I spoke to someone far more helpful.
He immediately recognised the issue as a security concern, escalated it appropriately, and confirmed that someone would be in touch within the next two days. Time will tell.
What This Means for Clients Using Digital Tax Services
According to reports, HMRC has experienced system vulnerabilities and is losing significant sums to fraudulent tax refund claims. At the same time, businesses and individuals are being encouraged to move further towards digital tax services.
While digitisation can improve efficiency, it must be supported by robust data protection. As accountants, we act as ambassadors for our clients every day. However, experiences like this highlight the challenges that can arise when systems do not quite meet expectations.