MPs Accuse HMRC of Deliberately Undermining Helpline to Push Digital Services

A parliamentary report criticizes HMRC for poor customer service, uncollectable tax debts, and a decline in criminal prosecutions, while the tax authority defends its performance improvements.

• The Public Accounts Committee (PAC) claims HMRC intentionally degraded its helpline to encourage taxpayers to use digital services, a claim strongly denied by HMRC leadership.
• Average call wait times in 2023-24 were 23 minutes, with nearly 44,000 callers cut off after waiting over 70 minutes due to system limitations.
• HMRC has received £51 million in funding to improve telephone support, achieving its performance target in late 2024, but concerns remain about sustaining service levels amid rising demand.
• The PAC report highlights £5 billion in tax debts written off as uncollectable in 2023-24 and a significant drop in criminal prosecutions for tax evasion since 2019-20.
• The committee urges HMRC to improve digital services, address older debts, and ensure minimum service standards for the estimated seven million customers unable to access online systems.

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