People on hold to HMRC for more than 30 minutes would get £30 off their tax bill under a Reform UK government, Robert Jenrick has announced.
Reform's economy spokesman said HMRC's treatment of taxpayers was "offensive to working people" and his party would tie the pay of senior HMRC officials to customer service targets.
To prevent abuse, the tax credit for phone delays would be limited to two occasions in a given tax year, Jenrick said.
In January 2025, the Public Accounts committee accused HMRC of seeking to "degrade its telephone service to drive taxpayers to digital channels" in a highly critical report., external
The MPs' report said nearly 44,000 customers were cut off without warning after being on hold for more than an hour in 2024 and "HMRC's treatment of taxpayers has damaged trust in the tax system".
Additionally, the pay of senior HMRC officials will be linked to their customer service performance.
It would be interesting to see if this policy, if Reform win the next election and actually implement it, would have any meaningful impact on the call handling performance of HMRC.
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