HMRC's explanation of Mr B's tax affairs was unclear

What happened

Mr B disputed the repayment figures HMRC provided as these did not add up. Mr B had been asking for clarification for a long time. However, HMRC did not provide the full picture and the figures, and the way they were presented, were very confusing.

What we found

HMRC's explanations and figures were unclear, confusing, incomplete and, in our view, not fit for purpose. The figures HMRC gave Mr B did not add up and a further, accurate and easy to understand explanation was necessary.

Putting it right

HMRC sent Mr B a table that showed the history of his tax affairs. It also paid Mr B a consolatory payment of £125 for worry and distress and poor complaint handling. We were satisfied that the table was easy to understand and accurate. Mr B was happy with our recommendations.