March 2024 Blog
Written by David O'Shea, BA, MIAB
SUPPORT? WHAT SUPPORT?
Taxpayers have been left increasingly disappointed with the quality of service from HMRC, with telephone wait times increasing for the fifth time in 5 years. 70% (previous year 46%) of callers are now waiting longer than 10 minutes to speak to someone from HMRC, this is despite an increase of 10% in demand with taxpayers dealing with more complex tax situations that cannot be resolved online. MP, Meg Hillier even commented that the HMRC holding music is the most streamed piece of music in the UK currently.
HMRC has consciously reduced phone support to encourage online tax queries, but many find their online help inadequate. Here's a look at HMRC's online assistance.
I know what you’re thinking, it only deals with PAYE, okay. lets see.....
Hardly a glowing indicator that HMRC’s online advice service can help is it? HMRC could argue that the wording is incorrect to find the relevant answers, I would argue that not everyone who needs help knows the relevant wording.
The Public Accounts Committee (PAC) were told by HMRC that they are unable to handle the increasing demand for phone and post services and recommend that anyone needing tax advice should use their digital services. Whilst HMRC assures us of the quality of such services, I can assure you that unless you are asking the most simple of tax questions, HMRC’s online services will not be of much help to you.
HMRC suggests that the reason for the decline in customer service is the current digitalisation process, you remember, Making Tax Digital, announced in 2015, set to start in 2020 and now possibly starting in 2026, some 11 years after the original announcement.
The PAC also criticized HMRC’s handling of IR35 and the aggressive stance on minor debts owing to HMRC.
So where does all of this leave the tax payer? Well, if you have an advisor, they will most likely be able to answer your questions quicker and more accurately than HMRC do currently.
MTD will happen, but honestly, I wouldn’t put your house on it being in 2026 despite HMRC digging their heels in. If you need any advice on what this may mean for you, get in touch, we promise to answer the phone quicker than HMRC and I promise there is no hold music.
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