A fifth of callers can’t get through to an HMRC adviser… but boss still insists it’s ‘decent’ customer service
- The HMRC boss said he did not have resources to ensure service was ‘brilliant’
- Data shows that since pandemic began, one in five phone calls go unanswered
- Call-waiting times show taxpayers spend at least 12 minutes waiting on average
The head of HM Revenue and Customs insisted yesterday that it offers ‘a decent service’ – despite one call in five going unanswered.
Chief executive Jim Harra told MPs he did not have the resources to ensure customer service was ‘brilliant’.
Almost two years after the pandemic began, HMRC data shows only 79 per cent…