Closure of HMRC Self Assessment Helpline Raises Concerns for Taxpayers
The recent decision by HMRC to close its self-assessment helpline for a three-month period has sparked concerns among taxpayers. Professional bodies such as the Chartered Institute of Taxation, the Association of Taxation Technicians, and ACCA have expressed worries about the potential negative impact of this move.
While HMRC states that the closure will allow advisors to prioritize urgent calls on other lines, critics argue that it will restrict access to support for taxpayers, especially those who are unable to engage digitally. The professional bodies highlight that many issues can only be effectively resolved through helpline assistance, and the closure may result in longer delays in dealing with correspondence.
Transparency is also called for, with experts urging HMRC to provide clear information about alternative ways of engagement. They emphasize the importance of allocating sufficient resources to meet the demands of taxpayers effectively. It's worth noting that HMRC has seen a 24% reduction in customer service staff over the past five years, raising concerns about the potential consequences, such as increased inaccurate advice or non-compliance due to limited support options.
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