A committee of MPs criticized HMRC for its inadequate digital and telephone services, particularly in light of 2023-24's record phone performance issues. The Public Accounts Committee reported that many customers experience excessive wait times, and nearly 44,000 were cut off while waiting to speak with an advisor. Despite efforts to transition customers online, phone demand remains high, prompting calls for HMRC to improve its service standards, prioritizing not only digital improvements but also the resources necessary for effective telephonic customer support.
Sir Geoffrey Clifton-Brown MP, chair of the Committee, stated, 'Given that citizens have no choice but to engage with HMRC, it has a responsibility to aspire to the highest standards of service.'
HMRC chief executive Jim Harra dismissed the PAC's claims about poor service as 'completely baseless' and emphasized they made 'huge improvements' with a noted reduction in call wait times.
The PAC's report highlighted that HMRC's phone service faced serious performance issues, cutting off nearly 44,000 callers who waited too long, indicating a systemic failure to manage demand.
The Committee criticized HMRC for insufficiently prioritizing resources for telephone services, asserting that despite digital efforts, phone service demand remains high.
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