These figures are unsurprising in our experience, as even the tax man struggles to cope with sweeping cuts and austerity.
If you think you have been wrongly treated by HMRC, then it may be worth making a complaint. On these figures, you are probably correct!
The majority of complaints dealt with the Adjudicator are about HMRC, and of those 85% were upheld in the year ended 31 March 2015 – fewer than the 90% in 2013/14 but still remarkably high. She is encouraged by “the sustained level of senior management commitment to transforming complaints handling” but criticises HMRC for failing to use its discretion, to sort out problems sooner or to recognise the needs of vulnerable customers. She also singles out shortcomings in HMRC’s Benefits & Credits section.