The recent survey highlights that a majority of over 10,000 businesses in the UK rated their experience with HMRC's services as 'poor' for the first time, indicating a significant decline in service standards that is harming trust and efficiency in tax collection.
Accountants and business advisers have voiced concerns that the decline in service standards at HMRC is a crucial problem, with long wait times for phone support and frustrations with helpline advice quality contributing to this negative sentiment.
Dame Teresa Graham emphasized that an increase in bureaucracy has become a cost of doing business in the UK, urging the government to prioritize the reduction of the legislative burden rather than merely introducing new taxes.
The survey findings revealed that HMRC's outdated IT systems and insufficient resources are substantial obstacles to making necessary digital improvements, ultimately impacting the quality of service provided to businesses and taxpayers.
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