• Helen White

HMRC customer service worsens

The past year has seen service levels at HMRC hit “rock bottom” with call waiting times in February three times longer than a year ago. In February 2020, the average wait was six minutes; this year it’s 15 minutes. Accountants complain that even routine requests such as registering for self-assessment are taking weeks and with new forms issued by HMRC this week they are predicting even more delays. the Institute of Chartered Accountants in England and Wales said that its members have experienced poor performance “across all HMRC services”. The industry body goes on to warn that HMRC’s failures could damage Britain’s post-pandemic recovery “due to inhibiting new businesses and stifling the growth of existing ones.”

The Times

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