Complaints soar on Twitter over HMRC phone delays


3rd November 2015

Don’t you just hate it when you experience lengthy delays over the phone before you can even talk to someone?

It would seem that you’re not alone; in the past year thousands of people have used Twitter as a platform to quickly vent their anger at HMRC (The UK’s tax authority) after experiencing long phone line queues. 

Recent data from Citizens Advice discovered that these callers sent over 11,500 tweets in the past 12 months to complain about the issue. That’s a lot of angry hashtags! Official figures suggest an average wait time of ten minutes, which is lengthy but sufferable, however the study from Citizens Advice contradicts this and actually shows many users are waiting a lot longer than that. The average wait from the study being 47 minutes! We can certainly sympathise with people’s frustrations here!

So how much are these calls actually costing you may wonder? HMRC phones lines are 0300 numbers meaning calls are charged at the same rate as a standard landline call. So, working on the basis that the average waiting time is 47 minutes that call could cost a whopping £4.66! It’s not just the cost of the call that’s costing people dearly either. Gillian Guy, Citizens Advice chief executive, said:

"People are paying the price for not getting through to HMRC. From fines for not completing a tax return in time to under or overpayments for tax credits, people can be left out of pocket because they cannot speak to HMRC on the phone."

She added: "We have consistently raised this issue with the Government. But evidence from across the Citizens Advice service, and our new research, shows HMRC is still failing to provide a timely service."

If like many others you’ve experienced the headache of trying to talk to someone from HMRC and you’ve worn out your keyboard from tweeting you needn’t despair, did you know that we could actually deal with the HM Revenue and Customs on your behalf? Don’t hesitate to contact us to find out how we can help – you may just end up saving yourself 46 minutes!  

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