HMRC Is Shite

HMRC Is Shite
Dedicated to the taxpayers of Britain, and the employees of Her Majesty's Revenue and Customs (HMRC), who have to endure the monumental shambles that is HMRC.

Wednesday, 30 May 2018

HMRC Ignores 4 Million Calls

HMRC failed to answer 4 million telephone calls last year.

The service has been branded ‘disappointing’ by Meg Hillier, chair of the Public Accounts Committee.

In addition to not answering 4 million calls, 14% of calls took more than 10 minutes before there was an answer.

Meg Hillier, chair of Parliament’s Public Accounts Committee, told the Telegraph:
There are a lot of people who are self-employed, who do not have a raft of tax advisers and who rely on HMRC for help."
An HMRC spokesman is quoted by Metro:
We have improved our customer service standards enormously over the last two years.
Our phone call handling has got better, with the average response time falling from 12 minutes in 2015-16 to below five minutes for the past two years.
Time in the automated telephony system is valuable because it ensures customers are directed to the right person to deal with their question, or get their question answered through the automated system.
The National Audit office last year recognised a large number of organisations use the same measures as HMRC."
In other words, HMRC thinks it is doing well!

Tax does have to be taxing.

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  1. HMRC are putting their fingers in their ears and going "la la la, we're not listening to those pesky MPs or tax payers". No change there then.

    FFS when is Jon Thompson going to get a grip of the place?

    They're an absolute disgrace.

  2. The "below 5 minutes" is a bit disingenuous.

    HMRC does not include waiting time on the phone (before you actually speak to someone) in this figure which, as we all know, can take hours!

  3. The politicians make me laugh. They cut the budget of HMRC and cut staff and have a centralisation policy making staff either leave or embark on such a journey to make them unfit to work once they arrive and when it goes wrong hey presto HMRC is failing. They did it with British Rail British Coal British Steel the list goes on ...they will never learn. You the public pay tax for services the government is not providing at the moment sadly. Hope it changes soon before the staff left move on.

  4. Got abruptly cut off after 10 minutes on two occasions before finally speaking to an operator who was very helpful albeit after a further 15 minute wait. I wouldn't call this doing well.