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KEY POINTS
- Poor quality of telephone responses.
- Letters take too long to be answered.
- Inequities in processing repayment claims.
- Better trained staff are needed.
- More investment in e-services.
HMRC’s service came under the scrutiny of the Institute of Chartered Accountants in England & Wales Tax Faculty recently.
Results from a survey of members showed that overall service standards appear to be falling. The faculty carried out previous surveys in 2007 and 2009 and the results of the 2010 survey have been published as TAXREP 43/10.
The results are being shared with HMRC and will also be used as part of the faculty’s evidence to the 2010 Treasury Select Committee inquiry into administration and effectiveness of HMRC.
Phone problems
One of the most frustrating problems found by the survey was the difficulty advisers...
Please reach out to customer services at +44 (0) 330 161 1234 or 'customer.services@lexisnexis.co.uk' for further assistance.
