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HMRC’s Phone Service Faces Fresh Criticism from Public Accounts Committee
The Public Accounts Committee (PAC) has once again raised concerns about HM Revenue & Customs’ (HMRC) phone service, highlighting ongoing issues that have left taxpayers frustrated.
According to a recent report, nearly 44,000 customers were cut off without warning after being on hold for more than an hour during the first 11 months of last year. This follows previous criticism from the committee, which now reports that HMRC’s phone service has worsened further since its last review.
The committee claims that HMRC’s deteriorating phone service has “damaged trust in the tax system,” and Geoffrey Clifton-Brown MP, chair of the PAC, suggested that this decline may be part of a deliberate policy decision.
HMRC’s Response and Plans for Improvement
In response, HMRC chief executive Jim Harra defended the department, citing “huge improvements” in service standards. Harra noted that call waiting times have been reduced by 17 minutes since April, signaling progress in addressing these issues.
The 2024 Autumn Budget announced by the Chancellor also committed to addressing HMRC’s challenges with a significant investment of £1.7 billion over the next five years. This funding aims to recruit:
- 5,000 additional HMRC compliance staff
- 1,800 additional debt management staff
While this investment shows promise, the PAC report underscores the urgent need for improvements to ensure taxpayers receive the support they need.
Struggling to Deal with HMRC? We’re Here to Help
Dealing with HMRC’s phone lines can be time-consuming and frustrating. If you’re finding it difficult to get the support you need or have any tax-related questions, we’re here to help by visiting our TaxDash website and purchasing the HMRC services.
At EOACC, we provide professional tax services to simplify the process for individuals and businesses. Whether you need assistance with filing your tax return, resolving HMRC issues, or understanding complex tax regulations, our team is ready to support you.