HMRC service issues

HMRC continues to come under fire for its service levels, and recent surveys rated this as poor, with 94% somewhat or extremely dissatisfied with them.

These include long wait times to be connected to an adviser, and the webchat coming in for severe criticism too. The length of time taken to deal with correspondence is also hugely disappointing with delays of many months, and not being properly dealt with when replying.


HMRC investigations can take inordinate lengths of time too, and can start with little thought. Comedian Bill Bailey was contacted by HMRC claiming to be “puzzled by his dramatic decrease in earnings in 2020”. A full investigation resulted and after 2 years, there was no issue found. Someone appeared to have quickly forgotten the impacts of COVID and lockdowns on business income levels!


Whilst we are not making excuses, please bear with us in the event of apparent delays in dealing with your affairs – almost certainly we are awaiting HMRC dealing with matters!


We do make compensation claims for additional costs incurred where there are HMRC errors in dealing with client’s tax affairs.


Please contact us if you would like to discuss this further or require further clarification.