HMRC helpline crisis: taxpayers left stranded as support vanishes
HMRC unexpectedly restricted access to its helpline just before the January 31 deadline, leaving taxpayers struggling to get assistance. Last year, this move resulted in 1.2 million missed calls, and this year's delays averaging 24 minutes in October only worsened the situation. Critics, including Harriett Baldwin from the Treasury committee, condemned this as a troubling decision.
The helpline now prioritizes 'urgent' calls, essentially closing lines for everyone else. This closure, initially until January 31, raises concerns about extended unavailability.
The consequences of this approach could lead to taxpayers making mistakes due to lack of support, potentially impacting their tax compliance. HMRC's shift away from user-friendly services highlights a troubling direction toward cost-cutting measures.
The repercussions might affect HMRC's credibility, as taxpayers struggling to contact HMRC may find it hard to contest penalties for non-compliance.
The unavailability of HMRC's services could drive some taxpayers to seek professional guidance, incurring additional fees that were previously available at no cost from HMRC.
Contact us for more information.
London: 020 7060 1811