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National Audit Office report on the quality of HMRC’s service for personal taxpayers.
KEY POINTS
- HMRC saved £257m on the cost of its personal tax operations between 2010-11 and 2014-15.
- Personal tax staff were trained to work more flexibly and moved to run helplines at busy times.
- Average waiting times for self assessment queries peaked at 47 minutes in October.
- Taxpayers who receive a good service from HMRC are more likely to think evasion is unacceptable.
Mention customer service and HMRC in the same breath to most taxpayers and you will probably be greeted with harrumphs and ironic laughter if not expletives. And with some reason – HMRC has a terrible record in this area. It has had appalling response times before someone even answers the phone and once through to an ‘adviser’ (I use the word loosely) the response is likely to be ‘I am...
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