A report released by the Public Accounts Committee (PAC) has raised further concerns about HM Revenue & Customs’ (HMRC) phone service. It revealed that nearly 44,000 customers were cut off without warning after waiting on hold for more than an hour during the first 11 months of last year.

Having previously criticised HMRC’s phone service, the committee found that it had worsened since its last report. The PAC stated that HMRC’s service had “damaged trust in the tax system” as a result.

Geoffrey Clifton-Brown MP, the chair of the PAC, has suggested that HMRC might be deliberately degrading the service as a policy decision.

HMRC has rejected these claims. Chief Executive Jim Harra stated that the tax authority has made significant improvements to their service standards, including a reduction in call waiting times by 17 minutes since April.

In the 2024 Autumn Budget, the Chancellor pledged £1.7 billion over the next five years to recruit 5,000 additional HMRC compliance staff and 1,800 more HMRC debt management staff. The report seems to underline the need for this investment.

If you’re feeling frustrated with dealing with HMRC or need assistance with any tax matters, don’t hesitate to get in touch. We’re here to help!

See: BBC News