HM Revenue and Customs (HMRC) has once again proven itself to be a masterclass in inefficiency, leaving taxpayers and small businesses stranded in a quagmire of delays that stretch far beyond the already egregious four-month mark reported by frustrated accountants. The tax office’s latest debacle—processing tax refunds at a glacial pace while simultaneously axing a vital free online filing service—has sparked outrage among those who rely on timely refunds to keep their businesses afloat. This isn’t just incompetence; it’s a betrayal of the very people HMRC is supposed to serve.
Let’s start with the refunds, or rather, the lack thereof. Reports from professionals like Nikki Ainscough, managing director of York-based Equilibrium Accountants, paint a grim picture: refunds for overpaid tax or National Insurance, particularly under PAYE and the Construction Industry Scheme (CIS), are now taking well over four months—and in some cases, much longer. One of Ainscough’s clients, who submitted a PAYE refund request in March, was told to wait until August 2025 for their funds. That’s a five-month delay for money rightfully owed, and it’s not an isolated case. Social media platforms like X are ablaze with taxpayers venting about waits stretching to six, seven, or even nine months, with one user describing a £4,000 inheritance tax refund still unpaid after nearly a year.
Historically, these refunds took four to six weeks, a timeframe that, while not ideal, was at least manageable. Now, HMRC’s backlog is so severe that it’s processing requests from as far back as December 2024, leaving businesses and individuals in financial limbo. Ainscough rightly points out the stakes: “If the backlog is that big, it suggests a high volume of claims and a potentially substantial sum of money that is owing to small businesses and individuals at a time when cashflows are critical.” For small businesses already battered by economic uncertainty, these delays aren’t just inconvenient—they’re existential threats. Every pound trapped in HMRC’s bureaucratic black hole is a pound that can’t be used to pay suppliers, cover payroll, or invest in growth.
And what’s HMRC’s excuse? A vague nod to “backlogs” and the occasional mention of industrial action by staff handling PAYE and CIS refunds. Sure, strikes can disrupt operations, but they don’t explain why delays have ballooned to such absurd lengths or why HMRC seems utterly unprepared to address the issue. The tax office’s response is a masterclass in deflection: “We’re tackling response times for these refund claims by allocating extra staff to work on them,” a spokesperson chirped, while boasting about an 80% customer satisfaction rate. Eighty percent? Tell that to the small business owner waiting half a year for a refund or the taxpayer stuck on hold for 45 minutes only to have their call dropped.
But the refund delays are only half the story. In a move that reeks of tone-deafness, HMRC has announced it will shutter its free online filing service for company tax returns and accounts by March 31, 2026. This service, used by countless small businesses to file their annual accounts and calculate corporation tax, is being scrapped because it allegedly “does not meet modern digital standards or recent changes to UK company law.” Instead, businesses will be forced to shell out for commercial software, with costs starting at £15 a month or over £100 for a one-off purchase. One exasperated taxpayer summed it up perfectly: “This means people will have to subscribe to a commercial, paid product for the privilege of paying corporation tax to the government.”
Let that sink in. HMRC is not only delaying refunds that businesses desperately need but also piling on new costs for compliance. For small traders, local residents’ associations, or incorporated charities already stretched thin, this is a slap in the face. The free filing service, introduced in 2011 to ease the transition to online filing, was a lifeline for smaller entities with simple tax affairs. Now, HMRC is yanking it away, forcing businesses to navigate a fragmented market of third-party software providers—many of which charge recurring fees that add up quickly. And don’t expect much sympathy from HMRC; their spokesperson had the gall to claim that commercial software “provides a much better service.” Better for whom? Certainly not the small business owner already drowning in red tape.
HMRC’s defenders might argue that modernisation is necessary, that outdated systems must be replaced to align with the Economic Crime and Corporate Transparency Act or to combat fraud. Fine. But why is the burden of this transition being dumped squarely on the shoulders of taxpayers? Why hasn’t HMRC invested in streamlining its own processes to ensure refunds are processed promptly? Why is there no transitional support for businesses forced to adopt costly new software? The answer is painfully clear: HMRC prioritises its own convenience over the needs of the public it serves.
The hypocrisy is staggering. While HMRC drags its feet on refunds, it’s lightning-fast to slap taxpayers with penalties for late filings or payments. Miss a self-assessment deadline by a day, and you’re hit with a £100 fine, with interest accruing at 8.5% on late payments. Yet when HMRC owes you money, it’s perfectly content to sit on it for months, leaving you to chase them through endless phone queues or unresponsive online portals. One X user’s frustration captures the sentiment: @HMRCgovuk “How are gonna send me a cheque for my tax refund, I cheque it in, and then get told I can’t cash it cos there’s a block on the cheque, ring up for you to tell me the cheque is under investigation??? Absolute jokers.”
This isn’t just a failure of process; it’s a failure of accountability. MPs have lambasted HMRC for call waiting times averaging over 23 minutes and a tax system growing ever more complex. Parliament’s Public Accounts Committee warned that “taxpayers’ trust in HMRC is falling,” and with good reason. The Making Tax Digital program, meant to modernise services, has instead saddled taxpayers with hundreds of millions in extra costs. And yet, HMRC ploughs ahead, undeterred by the chaos it leaves in its wake.
Small businesses and individuals deserve better. They deserve a tax authority that processes refunds within weeks, not half a year. They deserve access to free, user-friendly tools to meet their compliance obligations, not a mandate to buy expensive software. Above all, they deserve respect—not the dismissive platitudes of an agency that seems to view taxpayers as an inconvenience.
HMRC’s leadership must be held to account. Heads should roll for this systemic failure, and resources must be redirected to clear the backlog and restore trust. Until then, HMRC will remain what it has become: a bureaucratic behemoth that punishes the very people it’s meant to serve. Shame on them.
