"Labour MP Liam Byrne pressed HMRC executives on customer service levels, asking how many calls from the public were going unanswered. In response, Jonathan Athow, HMRC's Director General of Customer Strategy and Tax Design, admitted that with the department funded to respond to only 85 per cent of calls, the number left unanswered could reach "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," Maley said. "Behind each missed call is a person trying to do the right thing - whether it's paying tax or seeking guidance to ensure 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.""
As many as four million phone calls to HMRC go unanswered every year, leaving taxpayers and businesses without clarity on obligations. The gap emerged during parliamentary scrutiny about HMRC's ability to collect £46.8 billion in unpaid tax. HMRC is funded to respond to only 85% of calls, producing an estimated three to four million missed calls annually. Industry figures warn that missed calls and weak customer service increase the risk of mistakes, reduce voluntary compliance, and jeopardize efforts to close the tax gap. Rapid improvement in communication channels is urged to protect compliance and revenue targets.
Read at Business Matters
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