Big question: IR Service level - Revenue service 'getting better'.

The Inland Revenue’s service levels have shown signs of improvement over the past year, according to more than one in three finance directors. Some 37% of respondents who responded to this week’s Big Question survey conducted by Accountancy Age with Reed Accountancy Personnel said the Revenue had improved its service. Many thought it was more friendly and welcomed the introduction of Internet services. But 34% of FDs said service levels had not improved with many saying service levels had suffered due to a lack of communication between offices. ‘The Inland Revenue should take a pro-active role, they should respond directly to customer queries rather than use intermediaries. I am fed up of having to take legal opinion on tax matters when a ruling from the Revenue will do,’ said Bruce Nottage of circuit board maker Dolby Laboratories. Sunil Patel from medical research company Ovid Technologies added: ‘The left hand does not know what the right hand is doing. The departments do not communicate and send contradictory correspondence to people.’