My thanks to a loyal reader, who emailed me yesterday asking to hear about other people's experiences of waiting on the phone for HMRC to answer:
"On 4th November, when very critical report was issued, I phoned the PAYE section of HMRC.I suspect that 35 minutes is about average.
A message advised me that due to demand the expected time to speak to an operator was 35 minutes!
I hung up and rang again only to get same message.
I held on to find out just how bad the service was.
After a few minutes, I was asked a series of automated questions and after 5 minutes I spoke to a human being. After taking some of personal details, she was unable to to proceed as her computer wasn't working.
After putting me on hold for a few minutes, she told me that she would have to get someone to ring me back within the next 3 working days. When I told her I wanted to give her information to get my code number changed, she told me she couldn't do it and someone would have to ring me.
I told her that this wasn't suitable and I felt that my call was a waste of my time.
When I phoned the first time and heard there was a possible 35 minute delay, I felt that this was deliberate to discourage the public from phoning.
It would be interesting to find out if 35 minutes is the standard response."
What are other people's experiences, and do you think that the wait times are in part designed to put people off calling?
Tax does have to be taxing.
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