“Please note that we filed the annual returns of 200 clients this year without any problem and our internal control and schedules show that the return was filed on21 April 2011 . Finally, and especially as all liabilities were paid on time, we do not understand why you have refused to abide by your own guidance on reasonable excuse i.e. “HMRC does not want to penalise customers who would have filed on time but were prevented from so by events beyond their control. For this reason a reasonable excuse claim received without details of the IT message will still be considered.”