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Another thing, why do they use the term 'customers'?
Nothing pisses me off about HMRC more than that. My hackles have risen just reading your post HAB!
And then you get that c*** Dave Hartnett in charge of HMRC yesterday saying that there is no need for HMRC to apologise for f**king up six million taxpayers' assessments - "because that is normal operation". We're not customers now, are we!
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