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ICAEW responds to HMRC helpline U-turn

Author: ICAEW

Published: 20 Mar 2024

Caroline Miskin, ICAEW Senior Technical Manager, Digital Taxation, responded to HMRC’s decision to halt proposed changes to their helpline services announced today (Wednesday 20 March 2024):

“This surprising U-turn is good news for taxpayers, who need HMRC customer service to be responsive to their queries.

“If taxpayers can’t speak to a human when they need to, there is a real risk that they give up on trying to do the right thing and that errors and non-compliance increase.

“We hope HMRC will learn lessons and listen to professional bodies and other stakeholders before making major changes in the future.”


CONTACT: ICAEW media office, stephen.froome@icaew.com or 07970 402 073