Demystifying tax problems
Alice Devitt explains why communication is key to the advice delivered by TaxAid and Tax Help for Older People.
Tax is a highly technical and complex subject that changes constantly. The consequences of giving the wrong advice are serious and can have life-changing implications. So, when we receive feedback like Isaac’s, we know we have done a good job.
When it comes to advising, supporting and mediating for our beneficiaries, our trained tax advisers and volunteers must always be sound and technically credible but also warm, accessible and able to demystify complex information.
Vulnerable people who cannot afford to pay for advice are often very distressed when they call the tax charities. They may struggle with English as an additional language. They may be bereaved. They may face mental health issues, including depression and anxiety. They may struggle to understand the situation they are in. They are often frightened, confused and isolated.
This is where that “no-nonsense”, accessible approach becomes so important. It is very difficult to explain complex issues in simple language. It is a skill that the tax charities have developed over the years as they have learned to demystify pensions, tax returns, penalties and tax debt. They must go beyond clarity and simplification to warmth, encouragement and reassurance. They must always place beneficiary needs at the heart of their work, and communicate in clear, warm and encouraging language.
The support we receive from tax professionals enables feedback from vulnerable taxpayers, which demonstrates we’re on the right track.
Comments from clients:
“You’re truly one in a million. Thank you so much – without your help and support I don’t know where I would be, but now I can see a light.”
“I am truly humbled and grateful for the amazing support you’ve given to me. No words can fully express how happy and relieved I feel right now. It takes a ‘heart for humanity’ for someone to sacrifice such an amount of time to assist with a situation that required reviewing years back.”
“Thank you so much for all your help to resolve my issues with HMRC. I hope you realise what a massive positive effect all your work has on people’s lives. I’m so grateful! And all that stress has gone.”
Valerie Boggs, Chief Executive of TaxAid and Tax Help for Older People, commented: “Our vision is to provide tax advice to all who need it. We do this by placing our beneficiaries at the very centre of our work. We are here to provide them with the first-rate advice they need to manage their tax. We are also here to communicate in a warm, kind and encouraging way, so that everyone who approaches us for help knows we are on their side.”
TaxAid and Tax Help for Older People want as many people as possible to benefit from their advice and support. If you are involved in your local community, faith group or civil society organisation, please help spread the word about this work to vulnerable groups who cannot afford to pay for advice. If you would like to hear more about ways you can help or would like to make a donation, please contact Rose Over.
About the author
Alice Devitt
Fundraising Director, TaxAid and Tax Help for Older People