Tax firm blasts 'poor quality' HMRC online services

Jan 17, 2025 · The UK tax authority's digital services, including its webchat and online forms, have been branded "poor quality" and accused of "causing woe" for taxpayers by a leading tax …

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HMRC’s Poor Quality Digital Services Are Causing Woe For Taxpayers

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Jan 15, 2025 · Eliminating such calls though improved response time would save HMRC approximately £36m per year. Government funding could improve the quality of HMRC’s …

blickrothenberg.com

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HMRC Blasted For ‘all-time Low’ Customer Service

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Feb 28, 2024 · “People used our app and online services more than 200m times last year with an 80% satisfaction rate, while three-quarters of all customer correspondence was answered in …

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HMRC Accused Of Damaging Trust In The Tax System - ICAEW

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Jan 22, 2025 · HMRC has estimated it may not be able to collect 45% of established taxpayer liabilities not yet received. Recommendation: HMRC should set out what reduction in the debt …

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HMRC Accused Of Giving 'deliberately Poor Service' Amid Crucial …

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4 days ago · As millions of taxpayers rush to meet the self-assessment deadline, they risk fines of up to £900, with some accusing HMRC of deliberately lowering the quality of its phone …

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Taxpayers Let Down By Poor HMRC Customer Service, Says NAO

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May 15, 2024 · However, Richard Wild, CIOT Head of Tax Technical, commented: ‘With the [NAO] report suggesting HMRC customer services have been told to find at least £116 million …

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Agents Expect No Improvement In Poor HMRC Service

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Sep 21, 2023 · A poll of 760 taxpayers and tax advisers (651 of which were tax professionals) found that 94% of those surveyed were either ‘somewhat’ or ‘extremely’ dissatisfied with …

accountingweb.co.uk

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Poor HMRC Service Levels Harming Business, Survey Finds

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Sep 20, 2023 · The survey indicated an appetite among the profession to make greater use of HMRC’s online services, though in most instances telephone contact was a necessity. 89% of …

taxadvisermagazine.com

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FAQs about Tax firm blasts 'poor quality' HMRC online services Coupon?

Are HMRC's digital services 'woe for taxpayers'?

HMRC's poor quality digital services are not meeting the needs of taxpayers, particularly those with more complex issues, according to a leading tax firm. The attempt to move services online and close phone lines are causing further issues and 'woe for taxpayers', according to Robert Salter, a director at Blick Rothenberg. ...

Should HMRC take responsibility for 'failing' its customers?

Update: 22 January 2025: The Public Accounts Committee (PAC), which oversees and scrutinises Government expenditure, has today published a report urging HMRC to take responsibility for "failing its customers" after it found the tax authority's "already poor service has become even worse". ...

Is HMRC 'deliberately' offering poor customer service?

HMRC is 'deliberately' offering taxpayers poor customer service, according to a report by MPs which found that waiting times have reached record levels. ...

Is HMRC's telephone service in a poor state?

Despite improvements after the tax authority received a £51m investment in May 2024, Miskin said that “HMRC’s telephone service is in a very poor state” and that while improved digital services are key, “they need significant investment and HMRC must ensure that traditional methods of communication are supported”. ...

Did HMRC deliberately make its services worse?

HMRC has strongly refuted the “unfounded” claims that it has deliberately made its services worse. Jim Harra, HMRC’s permanent secretary, said: “The committee’s claims about our customer service are completely baseless. In reality, we’ve made huge improvements to our service standards, with call wait times down by 17 minutes since April last year. ...

Are You dissatisfied with HMRC's service levels?

A poll of 760 taxpayers and tax advisers (651 of which were tax professionals) found that 94% of those surveyed were either ‘somewhat’ or ‘extremely’ dissatisfied with HMRC’s service levels. ...