HM Revenue and Customs (HMRC) has been heavily criticized for taking more than four months to process tax refunds, a significant delay compared to the usual timeframe of weeks. This coincides with a recent HMRC decision to shut down a free online filing service for small businesses, prompting further dissatisfaction. Despite efforts to modernize through the Making Tax Digital program, MPs have pointed out the resulting complexity and costs, with a notable decline in taxpayer trust. Accountants report that clients are experiencing unprecedented wait times for refunds, far beyond historical averages.
HM Revenue and Customs is facing criticism for taking over four months to process tax refunds, a process that previously took weeks.
Critics, including MPs and accountants, highlight that HMRC's delays and complexity in the tax system have eroded taxpayer trust.
The public accounts committee noted that taxpayers' trust in HMRC is declining, amid growing costs associated with the Making Tax Digital programme.
One accountant reported that her firm's client is expected to wait until August 2025 for a PAYE refund initially requested in March.
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