HMRC under fire

The latest National Audit Office report on HMRC has been deeply critical. The NAO said that the quality of service for personal taxpayers was severely damaged in 2014-15 and the first seven months of 2015-16 after HMRC reduced staff numbers by a third. Some taxpayers were left waiting for more than an hour for advice and for every £1 reduction in HMRC’s annual telephone transaction costs there has been approximately a £4 increase in the time and money spent by customers. Moreover, HMRC met its target to handle 80% of calls in only 10 weeks of the year. 1.6.16