Wed, 22 Jan 2025

Thousands on hold to HMRC 'cut off after 70 minutes'

HMRC denies running a "deliberately poor" phone service in an attempt to push customers online.

* HMRC denies running a deliberately poor phone service to push customers online
* Nearly 44,000 customers were cut off without warning after waiting over an hour in 2023-24
* MPs warn that HMRC's service has worsened since then and urge the authority to take responsibility for its customers
* HMRC claims that call wait times have decreased by 17 minutes since April last year
* The Public Accounts Committee report highlights concerns about HMRC's phone line and customer service
* The committee calls for "bold and ambitious leadership" to improve HMRC's customer services and tackle tax system abuse and unpaid debts
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