HMRC’s customer services ‘have deteriorated’, according to PAC report

The Public Accounts Committee (PAC) in its latest report focuses on HMRC’s already poor service to taxpayers that it says has become even worse. It urges the tax authority to take responsibility for how it has failed its customers and to act with greater boldness to tackle tax system abuse. 

Criticisms include long call waiting times and poor digital services which had been intended to replace the need for phone calls but are currently inadequate to meet customer needs. On a more positive note it welcomes HMRC’s intention to publish a roadmap for further development of its digital services and HMRC’s new goal to reduce the tax gap but expresses concerns with its plans to reduce the number of prosecutions. ‘With increasing resources HMRC must be bolder in how it tackles abuse of the tax system ensuring it investigates more cases of criminality and brings criminal prosecutions...