HMRC service standards still cause for concern

The quality of HMRC service standards has stalled over the past year according to research by the Institute of Chartered Accountants in England & Wales (ICAEW) last September and October.

Half of members consider HMRC service standards have not improved and 32% believe they have deteriorated. Further they consider that complex queries are not resolved satisfactorily over the telephone and only 20% are confident that HMRC will ‘get it right first time’.

About 39% of members think the cost of using HMRC has increased over the past year with only a few believing it has reduced.

Frank Haskew ICAEW’s head of Tax Faculty said: ‘The results of the survey are disappointing especially when HMRC’s statistics over the past year show a picture of a steadily improving performance for the public. Getting through to the right person quickly to resolve queries and getting it right...