The large and complex business directorate within HMRC introduced customer coordinators in 2010 for big firms that do not have a dedicated customer relationship manager (CRM). There is also a large partnership unit, and a number of large partnerships already have CRMs.
From June 2011, the customer coordinator service will be extended to large partnerships that do not already have a CRM.
For a business to qualify as a large partnership, it must have ten or more partners, or have five or more partners if the turnover is £5 million or above, or have a turnover that exceeds £15 million.
The aim of customer coordinators is to provide a professional, joined-up service for large partnerships. Each coordinator will be a single named point of contact for a taxpayer.
They will follow up issues within HMRC to ensure they are concluded within an agreed timeframe. The coordinators will also maintain a single up-to-date overview of taxpayers and their issues and risks.
The coordinators will be sending introductory letters to their new large partnership taxpayers by 30 June.
