HMRC Customer Service Ratings Hit New Low
Confidence in HMRC Service Plummets
Public confidence in HMRC’s customer service has reached its lowest point since measurements began in 2020. According to the latest annual HMRC perceptions report, just under 25% of taxpayers now agree that HMRC delivers good customer service. This finding highlights ongoing concerns about the efficiency and approachability of the country’s principal tax authority.---
Key Survey Takeaways
- Only one in four respondents positively rate HMRC’s customer service
- Nearly half of those surveyed hold a neutral view or are unsure
- Telephone support remains a source of particular frustration, with negative perceptions significantly higher among this group
- More people entering the tax net due to bracket freezes
- A growing reliance on digital and remote channels for tax support
- Renewed scrutiny from parliamentarians concerned about service standards and operational efficiency
- Register for updates from trusted accounting news sources
- Make use of webchat and digital services as alternatives to phone support
- Monitor reporting on HMRC reforms and participate in relevant consultations
"Ongoing problems with helplines and the phone service continue to drag down HMRC’s customer service levels."
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Underlying Challenges Impacting Service
Several factors are driving this rise in dissatisfaction:1. Helpline and Call Centre Issues: Persistent delays, long wait times, and inconsistent support plague HMRC’s phone channels. Recent attempts to improve digital engagement, such as expanded webchat options, have delivered only partial respite.
2. Greater Tax Complexity: The tax code’s growing complexity means more individuals are seeking guidance for the first time—a situation exacerbated by recent government decisions to freeze tax thresholds, pulling new groups into taxable brackets.
3. Increased Pressure on Support Teams: Post-pandemic changes, including a 10% drop in case worker yields, highlight operational strains that contribute to customer frustration and lengthier resolution times.
4. Negative Media Attention: High-profile reports of inefficiencies, internal culture problems, and excessive managerial layers continue to erode public trust.
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A Snapshot: How Do Taxpayers Feel?
| Response | Percentage |
|---|---|
| Good customer service | <25% |
| Neutral/Unsure | ~50% |
| Negative/Unfavourable | Nearly 50% (phone contact group) |
The Wider Implications
The downward trend in HMRC’s ratings coincides with:These issues signal potential tax compliance risks if public engagement and confidence are not restored.
What Happens Next?
Improving service remains a top priority for both HMRC leadership and government policymakers. Ongoing reforms of service channels, staff training, and resource allocation are expected to continue in the coming year.Looking Forward
For taxpayers and finance professionals alike, the need for clear, accessible interaction with HMRC has never been greater. As the agency seeks to modernise and streamline its operations, monitoring customer perceptions will be critical in measuring success.---
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Next Steps for Professionals
