HMRC helplines put callers seeking tax advice on hold for up to 41 minutes

first_imgSunday 14 December 2014 11:30 pm HMRC helplines put callers seeking tax advice on hold for up to 41 minutes The government yesterday pledged to improve services for people seeking tax advice, after a survey found almost 30 per cent of calls to two helplines were cut off.The consumer watchdog Which? found 29 out of 100 callers seeking advice before a tax return deadline received instead an automated message. Callers were put on hold for an average of 18 minutes, the watchdog found, with a longest recorded delay of 41 minutes.HM Revenue and Customs said services were not good enough at peak times.The sample, analysed in the run-up to the self-assessment tax return deadline of 31 January, looked at 100 calls to the lines dealing with tax returns and general inquiries.It found callers faced long waits to speak to advisers and were instead played a message explaining the service was “very busy”.Which? also found glitches with a voice recognition system designed to direct queries to the right department.“With large numbers of people soon to be seeking help with their self-assessment tax return, we want to see HMRC doing more to monitor and improve their call-waiting times,” Which? executive director Richard Lloyd said.An HMRC spokesman said it received more than 40m calls a year, but added: “We know that some of our customers can struggle to get through on our helplines at very busy times.“This isn’t good enough, and we are working hard to improve the range of services we provide,” the spokesman said.“This year, we are introducing new technology to help us answer more calls quicker at busy times, and we are improving the digital services we offer so that more customers can find all they need online. “There is more to do, and we are committed to improving the service we offer all of our customers at all times.” Read This Next’A Quiet Place Part II’ Sets Pandemic Record in Debut WeekendFamily ProofHiking Gadgets: Amazon Deals Perfect For Your Next AdventureFamily ProofAmazon roars for MGM’s lion, paying $8.45 billion for studio behind JamesFamily ProofIndian Spiced Vegetable Nuggets: Recipes Worth CookingFamily ProofCheese Crostini: Delicious Recipes Worth CookingFamily ProofHomemade Tomato Soup: Delicious Recipes Worth CookingFamily ProofWhat to Know About ‘Loki’ Ahead of Disney+ Premier on June 9Family ProofChicken Bao: Delicious Recipes Worth CookingFamily ProofBaked Sesame Salmon: Recipes Worth CookingFamily Proof whatsapp whatsappcenter_img Tags: HM Revenue & Customs (HMRC) Share by Taboolaby TaboolaSponsored LinksSponsored LinksPromoted LinksPromoted LinksYou May LikeHero WarsThis game will keep you up all night!Hero WarsTele Health DaveRemember Pierce Brosnan’s Wife? Take A Deep Breath Before You See What She Looks Like NowTele Health DaveMaternity WeekA Letter From The Devil Written By A Possessed Nun In 1676 Has Been TranslatedMaternity WeekMisterStoryWoman Files For Divorce After Seeing This Photo – Can You See Why?MisterStoryThe No Cost Solar ProgramGet Paid To Install Solar + Tesla Battery For No Cost At Install and Save Thousands.The No Cost Solar ProgramMoneyPailShe Was A Star, Now She Works In ScottsdaleMoneyPailUltimate Pet Nutrition Nutra Thrive SupplementIf Your Dog Eats Grass (Do This Every Day)Ultimate Pet Nutrition Nutra Thrive SupplementNational Penny For Seniors7 Discounts Seniors Only Get If They AskNational Penny For SeniorsElite HeraldExperts Discover Girl Born From Two Different SpeciesElite Herald Joseph Millis Show Comments ▼last_img

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