HMRC blasted for helpline hopelessness

15 December 2014

TAX MONKEYS Which!!! have thrown shade on Her Majesty’s Revenue and Customs (HMRC) helpline service.

The tax helpline has been criticised in a new report by the watchdog of consumers, saying that there had been little improvement in the service since they met up in July with the Public Accounts Committee (PAC), which served them a scathing review of their lengthy waiting times and shoddiness in answering phone calls, which were costing customers £136 million a year.

The service will be in heavy demand in the next two months, as thousands will be completing their self-assessment tax returns before January 31st.

HMRC's chief executive Lin Homer, reckons that they had been improving the service in recent months.

However, Which!!!'s report details that 29% of calls made by their members, were cut off by an automated answering system carping on about the lines being busy.

Where there were 71 instances of callers not being cut off, they were then put on hold for an average of 18 minutes, with one caller being held hostage for 41 minutes. PAC chairwoman Margaret Hodge said: “Customers of Government services should be able to contact those services easily and cheaply.”


TOPICS:   Tax   Complaints

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