HMRC 'is shooting itself in the foot' by failing to answer between three and four million phone calls

"Off the top of my head, we're talking three, maybe three or four million calls potentially."

"Millions of taxpayers and businesses are being left in the dark by HMRC, which is shooting itself in the foot by failing to answer between three and four million phone calls every year. Behind each missed call is a person trying to do the right thing - whether it's paying tax or looking for guidance and support to ensure their compliance."

"The complexity of the UK's tax system makes clear, reliable advice indispensable. Without effective communication channels, many taxpayers are left to navigate unclear rules on their own. This can easily lead to mistakes and ultimately, non-compliance."

Up to three to four million taxpayer calls to HMRC go unanswered each year while funding covers only about 85% of calls. An estimated £46.8bn of tax is owed but uncollected, raising concerns about revenue loss and taxpayer support. Missed phone contacts leave individuals and businesses without guidance needed to meet complex tax rules, increasing the risk of mistakes and non-compliance. Industry experts warn that improving HMRC service levels and communication channels is urgent to help taxpayers comply and to reduce the scale of unpaid tax.

Read at London Business News | Londonlovesbusiness.com