- NAO report criticizes HMRC customer service
- HMRC spent £881 million on customer service in 2022-23
- Performance has been below expected levels for telephone and correspondence for almost five years
- HMRC’s strategy to replace traditional forms of contact with digital services has not been effective
- HMRC has struggled to cope with telephone demand and processing correspondence
- Opportunities exist to reduce unnecessary levels of contact and improve efficiency
- Overall, HMRC’s performance is unacceptable
Source: deeksvat.co.uk
Note that this post was (partially) written with the help of AI. It is always useful to review the original source material, and where needed to obtain (local) advice from a specialist.
