HMRC's customer service levels impacted by COVID-19

Data published by HMRC has revealed that its customer service levels have been adversely affected by the COVID-19 pandemic.

09 Feb 2021

Data published by HMRC has revealed that its customer service levels have been adversely affected by the coronavirus (COVID-19) pandemic.

HMRC stated that this is a unique financial year as the department continues to operate 'at the heart of the government's COVID-19 response'. According to HMRC, the pandemic has 'reinforced the need for a flexible, resilient and responsive tax and customs system'.

The data showed that HMRC's customer support phone lines have experienced a high volume of calls from taxpayers, with waiting times 'significantly longer' than usual. The average wait time amounted to 11:47 minutes between October and December 2020.

HMRC currently holds £65 billion of debt, which is £45 billion more than this time last year. The debt balance at the end of March is estimated to be between £54 billion and £70 billion.

The Revenue stated: 'In these unprecedented circumstances, HMRC is rightly prioritising support for customers in urgent need, taking a sympathetic approach to those struggling to pay their tax or file their returns.'

Home | Contact us | Accessibility | Disclaimer | Help | Site map |

© 2021 FBD Consultancy, Accounts & Tax Ltd. All rights reserved.

Directors: Brian K. Wright C.A., A.C.M.A., C.G.M.A. Anne N. Wright C.P.F.A. Co. Registration No: SC309527.
Registered Office: Sgarbach House, Binniehill Road, Balloch, Cumbernauld, G68 9AJ. VAT Registration No. 836 5445 10.

We use cookies on this website, you can find more information about cookies here.