You are here: Home - Household Bills - News -

HMRC keep telephone callers waiting 30 minutes

Written by:
HMRC has come under attack over the time it takes to answer phone calls from taxpayers.

HMRC has come under attack from the Low Incomes Tax Reform Group (LITRG) about the time it takes to answer phone calls from taxpayers.

The group claims that over recent years HMRC have consistently failed to answer their telephone helplines in a reasonable time-scale.

Back in 1997/98 the Inland Revenue aimed to answer a telephone call within 30 seconds 91% of the time. But now, in 2012/13, you can spend four times as much time pushing buttons before you even get in a queue. The subsequent wait can be excessively costly for the caller on a low income. LITRG has been campaigning to get HMRC to improve their telephone service and recently undertook some mystery shopping.

On Tuesday 10 April 2012, it made three calls to HMRC helplines using the routes taken by an ordinary PAYE caller, a pensioner and a tax credit claimant. On average the wait was 29 minutes. On a PAYG mobile that could have cost £11.60 per call, which could equate to half a day’s income for a pensioner.

LITRG suggests that people who cannot get through to the HMRC after a short period of waiting should make a note of when they rang. And if any adverse consequences occur because they were not able to do what HMRC required them to do, they should complain and ask to be compensated.

Related Posts

Tag Box

There are 0 Comment(s)

If you wish to comment without signing in, click your cursor in the top box and tick the 'Sign in as a guest' box at the bottom.

Everything you wanted to know about ISAs…but were afraid to ask

The new tax year is less than a fortnight away and for ISA savers or investors, it’s hugely important. If yo...

Your right to a refund if travel is affected by train strikes

There have been a wave of train strikes in the past six months, and for anyone travelling today Friday 3 Febru...

Could you save money with a social broadband tariff?

Two-thirds of low-income households are unaware they could be saving on broadband, according to Uswitch.

What will happen if rates change

How your finances will be impacted by a rise in interest rates.

Regular Savings Calculator

Small regular contributions can build up nicely over time.

Online Savings Calculator

Work out how your online savings can build over time.

DIY investors: 10 common mistakes to avoid

For those without the help and experience of an adviser, here are 10 common DIY investor mistakes to avoid.

Mortgage down-valuations: Tips to avoid pulling out of a house sale

Down-valuations are on the rise. So, what does it mean for home buyers, and what can you do?

Five tips for surviving a bear market mauling

The S&P 500 has slipped into bear market territory and for UK investors, the FTSE 250 is also on the edge. Her...

Money Tips of the Week