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
-
Court of Appeal shuns Upper Tribunal’s interpretation of salaried members rules
The Court of Appeal has sided with HMRC regarding the definition of “significant influence” in respect of the salaried members rules. What happened and what does this mean for members of limited liability partnerships (LLPs)?
-
MONTHLY FOCUS: INTRODUCING MAKING TAX DIGITAL FOR INCOME TAX SELF ASSESSMENT (MTD ITSA)
The move to MTD ITSA involves many changes regarding digital record keeping, plus new reporting and admin requirements for all businesses to which it applies. This month's focus guides you through what to expect from MTD ITSA and how to tackle the issues it will throw up.
-
Are employer pension contributions still worth it?
Does the potential inheritance tax (IHT) charge on pensions that will apply from April 2027 mean that employer pension contributions are a tax break of the past, or are they still a winner?