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National scandal

28 July 2015 / Alex Byrne
Issue: 4511 / Categories: Comment & Analysis , Admin

Tired of hanging on that telephone line? Investigations suggest we may just have to get used to it


  • The professional tax bodies have made representations to HMRC to reduce call waiting times.
  • The department installed a new telephone system.
  • HMRC statistics of call waiting times in 2014/15 show little improvement.
  • Chief executive Lin Homer admits that departmental call performance has been sub-standard.
  • Postal delays also appear to be worsening and many letters are undated.
  • Would customers of any other organisation accept such long delays in call answering?

There have been an inordinate number of articles in the national and professional press about HMRC’s call handling recently. I did a little research and was shocked by the number of internet postings about delays mainly concerning the department’s most frequently used lines:

  • 0300 200 3310...

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