A damning report from the National Audit Office in May this year concluded what many have long suspected, that customer service from HMRC is falling ‘far below’ expected levels. In this episode of The Tax Track, we look at the problem, its impact and potential solutions.
The figures are damning, with call waiting times soaring by over 350% over the past five years and just 67% of calls being answered. While HMRC is striving to resolve issues, circumstances beyond its control are holding back progress.
Unpicking this thorny issue are Lindsey Wicks, Senior Technical Manager for Tax Policy at ICAEW; Stephen Relf, Technical Manager, Tax; and Caroline Miskin, Senior Technical Manager, Digital Taxation.
You can read the full transcript of this episode here.
Ed Adams
Episode first published: 2 July 2024
Podcast recorded: 25 June 2024
All views expressed on this podcast are those of the contributors and don’t necessarily reflect those of ICAEW or its members.
