HMRC Call Centres Inadequate

HMRC Call Centres Inadequate.

Well, tell us something we do not know!

The Public Accounts committee has suggested that HMRC’s plans to close over 200 local offices and improve its call centre handling are “woefully inadequate”.

HMRC has faced staff cut backs, pay restrictions and strikes.  Yet it is tasked with collecting additional revenue issues as people and companies look at tax avoidance.

2,000 new Tax Inspectors have been recruited, but the plans for handling up to 80 million calls per year are just not up to it.

Our experience: As tax advisers and agents, we have access to a different call centre to the general public.  HMRC staff that we have access to are generally knowledgeable and helpful despite clearly being under pressure to keep the call short and move on.

When we have called the consumer line, we find ourselves in telephone queues for up to 30 minutes and then when you get through, it is often to a call centre representative who has little knowledge of tax, simply searches the online HMRC website and points you to a page on the site.  This is not helpful.

Tax is complex in the UK and we suggest if you need help, you contact us, we will sort and if we cannot, at least we have access to a slicker call centre.  Contact us.