HMRC accused of ‘deliberate’ poor customer service

A recent report by MPs claims that HM Revenue & Customs (HMRC) is 'deliberately' providing poor customer service through its phoneline in an attempt to push them online.

With waiting times hitting record levels, it’s hard not to raise an eyebrow.

What's going on?

According to the Public Accounts Committee (PAC), average call waiting times topped 23 minutes in 2023/24, up from 16 minutes the previous year.

To add insult to injury, HMRC managed to answer only 66.3% of calls – well below its target of 85%.

This is especially concerning when you consider that the last time it met its phone service target was back in 2017/18.

A staggering 44,000 calls were cut off for those who had already been waiting for over 70 minutes – talk about frustrating!

The digital push

HMRC has been keen on moving services online with its ‘making tax digital’ scheme, claiming that 66% of calls could have been done digitally.

Due to the current state of phone services, MPs are doubtful that the digital options are effective.

Sir Geoffrey Clifton-Brown, chair of the committee, said it’s unacceptable for people to be left hanging on the phone.

HMRC’s response

HMRC says their latest figures show an average wait time of around 11 minutes, compared to 28 minutes the previous April.

Chief executive Jim Harra says the claims “are completely baseless”.

He said: “In reality, we’ve made huge improvements to our service standards, with call wait times down by 17 minutes since April last year.

“We will always be there to answer the phone for those who need extra help.

“At the same time, more than 80% of customers are satisfied with our digital services, with more and more people using them to quickly and easily manage their tax affairs.”

If you need help

It might be faster and easier to talk to your employer first about any pay or tax code questions.

Or you might find what you’re looking for in our guides about checking and understanding your tax code or the national minimum wage.