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There is widespread dissatisfaction with HMRC service levels among both tax agents and taxpayers according to a survey conducted by the Chartered Institute of Taxation. Most respondents say that poor service levels make it harder to do business and that they doubt improvements will be made in the coming year.
Among the findings were:
- 94% of respondents were either ‘somewhat’ or ‘extremely’ dissatisfied with HMRC’s service levels;
- 96% were ‘not very’ or ‘not at all’ confident that these will significantly improve over the next 12 months; and
- 95% said that poor service levels have a ‘moderate’ or ‘significant’ negative impact on the ability to do business.
The survey indicated an appetite among the profession to make greater use of HMRC’s online services. However telephone contact was still seen as a necessity because often the problem could not be resolved digitally.
Respondents also indicated that they were experiencing long...
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