HMRC: is anyone there?

Got a problem with your tax return and need some help? Well, don’t bother calling HMRC. The Treasury has just revealed that a quarter of calls to HMRC’s tax helpline go unanswered because the caller gives up waiting and hangs up. Apparently HMRC does not have a target time for answering telephone calls, something you might reasonably assume is a basic performance measure. Still, the good news is the agency (described by George Mudie MP last year as having ‘the worst morale in Whitehall’) has actually improved its service levels. In 2011/12, it did manage to handle some 74% of call attempts, up from a shocking 48% the previous year.

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