HMRC has once again been hauled over hot coals regarding the support it provides to taxpayers, with a damning study branding its helpline facilities inadequate.
A survey by consumer group Which? revealed that callers were regularly experiencing long delays, with some even lasting up to 41 minutes. On average, taxpayers were on hold for 18 minutes, as the Revenue struggled to meet demand at peak times.
The revelation is one of several embarrassing failures exposed by the study, which also revealed glitches in HMRC’s voice recognition software. Which? found that the system was regularly misinterpreting callers’ reasons for getting in touch and sending them to the wrong department. … Continue reading