HMRC faces backlash for cutting off 44,000 callers after long waits, raising concerns about service quality and tax collection.
London: HMRC is in hot water for leaving 44,000 customers hanging on the phone. They waited over 70 minutes only to be cut off. That’s just frustrating, right?
The Public Accounts Committee is not happy. They say HMRC is failing its customers and letting tax avoidance slide. Last year, they wrote off £5 billion in unpaid taxes. That’s a lot of money!
MPs are calling out HMRC for its poor service. They say it’s gotten worse, especially with more people becoming taxpayers. Sir Geoffrey Clifton-Brown, the committee chair, thinks HMRC is purposely making phone services worse to push people online.
HMRC claims they want to help vulnerable customers by encouraging digital use. But the report shows they restricted phone access before their online services were ready. Not cool!
Now, MPs want a solid plan from HMRC to collect old debts before they become uncollectable. Last year, they wrote off even more debts than before, and that’s a worrying trend.
The committee thinks HMRC is underestimating how much money is lost to offshore tax evasion. They need to get a grip on that situation.
HMRC did get an extra £51 million to hire more staff, but there are concerns about whether they can keep up with demand. They’ve got to step up their game!
The committee suggested six ways to improve things, like setting call waiting time targets and not cutting off customers without warning. They also want better communication options for those who can’t go digital.
Sir Geoffrey believes HMRC should use its powers more effectively. There were only 344 criminal prosecutions last year, which is way down from previous years.
Jim Harra from HMRC says the committee’s claims are off base. He insists they’ve improved service standards and that most customers are happy with their digital services.
But not everyone agrees. David Barnes, a business owner, shared his nightmare with HMRC. He received countless letters about missing payments, only to find out HMRC owed him money instead!
He spent hours on hold, and he worries many businesses are overpaying taxes because they can’t afford to deal with HMRC’s mess. It’s a real headache!
David even compared the situation to the Post Office Horizon scandal, saying the cost of dealing with HMRC could be in the billions. That’s a serious issue that needs fixing!
