HMRC deliberately cutting off calls?
The Public Accounts Committee (PAC) has severely criticised HMRC's customer service, forcing it to make a public statement. What's the full story?
HMRC is in the firing line of the PAC again this week. Previously, the public watchdog has criticised HMRC for cutting services, such as its tax and VAT helplines. Now, it has ramped up its narrative - with an accusation that HMRC is running a “deliberately poor” phone service in an effort to force taxpayers to use its online solutions instead. The scathing allegation comes in the wake of a report by a committee of MPs found that nearly 44,000 people were disconnected (and not called back) whilst being on hold for more than an hour in the 2023/24 tax year.
There is certainly no denying that HMRC is keen to make taxpayers aware of its online help options, such as its online chat bot. However, these are unlikely to be of use for anything but the simplest of questions. We're aware of one person who tried to use it to resolve a capital allowances query and was directed to information about child benefit!
Jim Harra, chief executive, denied that HMRC was using such a tactic, pointing to falling call wait times as evidence of improved customer service over the last year.
Related Topics
-
Should you use simplified expenses?
The flat rate expense you can claim for business journeys if you’re self-employed has increased to 55p per mile. Can you use simplified expenses for motoring costs and is it more tax efficient to do so?
-
HMRC targets smaller tax debts
HMRC is stepping up collection of lower‑value tax debts, signalling a firmer approach to long‑overdue liabilities while encouraging earlier engagement. Direct recovery from bank and building society accounts has been re‑introduced on a trial basis, alongside a government consultation on HMRC powers and tax administration. What are the key points to be aware of?
-
New digital process for NI refunds
HMRC has introduced an online service to claim a refund of Class 1 NI contributions but not everyone can use it. What can you do if you've paid too much NI?
This website uses both its own and third-party cookies to analyze our services and navigation on our website in order to improve its contents (analytical purposes: measure visits and sources of web traffic). The legal basis is the consent of the user, except in the case of basic cookies, which are essential to navigate this website.