Fury as HMRC customer service boss earns gong for ‘services to taxpayers’ after service branded ‘worse than abysmal’
HMRC was panned this year for leaving customers on hold for over an hour for basic enquiries
A CUSTOMER service boss at HMRC has been honoured for “services to taxpayers” – sparking fury over ‘Rewards for Failure’.
Sarah Pearson, head of customer services for personal tax ops, picked up an MBE in the New Years Honours – one of six HMRC staff to be given an award.
It follows a disastrous year where HMRC was panned for leaving customers on hold for an hour and service levels were described as “worse than abysmal”.
The award came as the head of the DVLA – Oliver Morley - was honoured despite the outcry over the abolition of paper tax discs.
He picked up a CBE even though the decision infuriated motorists and has cost an estimated £400 million in tax revenue.
And Kevin Gilliland, the group network and sales director at the Post Office, won an OBE despite outrage over branch closure plans.
The Post Office suffered a wave of strikes in the run up to Christmas.
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Tim Farron, Lib Dem chief, said: “Giving gongs to the HMRC and others like this in the Honours List is a Reward for Failure.
“HMRC have had the worst year, not only billions of pounds has not been collected from the biggest tax dodgers, but the average punter has been made to wait for hours on the phone on hold. It’s a farce.”
An HMRC source insisted last night that Sarah Pearson was one responsible for one area of customer service - and had “driven through” considerable improvements at her site in Cardiff.
