Cost-cutting measures by HMRC still causing hassles for callers

27 Jul 2016

Earlier in the month we reported that, according to the National Audit Office, HM Revenue & Customs (HMRC) risks losing the confidence of businesses and individuals after it overestimated the number of staff reductions made possible by the new digital systems. Despite HMRC saying just recently that they have acted on these problems and are now offering their "best service levels in years,” new research issued this week by the Public Accounts Committee, shows that the public is being made to wait an average of 47 minutes when trying to get through to HMRC, with almost three in ten calls remaining unanswered. 

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