HMRC Customer Service Hits Record Low Amid Rising Complaints

A recent report by the Public Accounts Committee reveals deteriorating customer service at HMRC, with average call wait times exceeding 16 minutes.

HMRC's average call wait time has increased to over 16 minutes, with nearly two-thirds of callers waiting more than 10 minutes.
A VIP hotline allows MPs and certain officials to bypass long wait times, raising concerns about fairness.
HMRC's shift towards digital services, including chatbots and online resources, aims to reduce phone and postal inquiries.
The number of criminal prosecutions by HMRC has significantly dropped, while trivial debts are still pursued.
Customer dissatisfaction grows as HMRC struggles to manage increasing demand and complexity of tax affairs.