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HMRC's VAT helpline service

15 July 2019 / Neil Warren
Issue: 4704 / Categories: Comment & Analysis
Worrying times

Key points

  • Two questions to test HMRC’s VAT helpline.
  • A wait of only seven minutes to reach an adviser.
  • The first question was answered correctly.
  • For the second the adviser recommended writing to the VAT written enquiries team.
  • HMRC should find out how it can tailor its service to meet taxpayers’ needs better.

There is an old line from an after-shave advertisement from about 40 years ago: ‘A man’s gotta do what a man’s gotta do.’ Some older readers might remember the brand but its name has escaped me. To cut to the chase I have been shocked about appalling reports concerning HMRC’s VAT helpline service and the negative headlines that have been created by the department’s inability to answer calls and failure to return calls if a message has been left. There is only one thing for it I thought I will have to contact the service myself for...

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