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Calling HMRC – is anybody there?

16 November 2016

Only half of mid-sized businesses that contact HM Revenue and Customs (HMRC) by telephone and email felt that their problem was resolved correctly, according to a customer survey, and only 35% thought the time taken was acceptable.

The telephone helplines were rated particularly poorly – just 32% of customers who used them were positive about their experience and 44% were negative. And fewer than half of businesses thought finding information was easy.

One business expressed frustration at having repeatedly to explain a PAYE problem to a different person each time they phoned and how they were on hold 20 to 30 minutes before anyone answered. Another described how lack of information from HMRC had cost them time and money.

The business had contacted HMRC by letter to ask what documentation their customer needed to provide for the removal of goods to another EU member state. HMRC was not prepared to answer the questions, so the
business had to pay professional advisers. Businesses were more positive
about online services and felt confident that the systems are secure.

You don’t have to waste your valuable time getting nowhere with HMRC.
Whatever your tax problem, we have probably been there before and are
here to help.

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