HMRC Halts Plan to Close Tax Helplines Amid Backlash

Following widespread criticism and a swift intervention from Chancellor Jeremy Hunt, HMRC reverses its decision to shut down key tax helplines for six months each year.

HMRC announced plans to close its self-assessment, VAT, and PAYE helplines for six months annually, aiming to push taxpayers towards online services.
The decision faced immediate backlash from taxpayers, MPs, and tax experts, highlighting concerns over accessibility and the need for human assistance.
Chancellor Jeremy Hunt intervened, leading to HMRC's swift reversal of the plan, ensuring helplines remain open to support vulnerable and digitally excluded taxpayers.
Critics argue that HMRC's customer service standards have significantly declined over the years, with long wait times and reduced accessibility for those seeking help.
HMRC commits to engaging with stakeholders and enhancing online services while maintaining accessible helpline support for all taxpayers.