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MPs and Royals Benefit from Exclusive HMRC Fast-Track Tax Helpline

New data reveals significant disparities in wait times for tax advice, with VIPs receiving assistance up to eight times faster than the general public.

Speed is not of the essence at HMRC tax query phonelines for non-VIP citizens, where waiting times exceed more than 18 minutes

Overview

  • The HMRC's Public Department 1 (PD1) helpline serves ministers, civil servants, and royals, offering average wait times of under three minutes compared to 18 minutes for the general public.
  • VIPs cannot access HMRC's online services or webchat due to security restrictions, necessitating the dedicated helpline staffed by a small, specialized team.
  • In June 2024, general public calls to HMRC averaged over 25 minutes in wait time, while PD1 users waited just 1 minute and 44 seconds.
  • Critics, including Liberal Democrats, have called the disparity 'shocking,' urging increased HMRC funding to improve public services and address tax evasion concerns.
  • Complaints about HMRC's phone services have surged, rising more than sixfold since 2019, highlighting broader dissatisfaction with customer service.