MPs condemn HMRC for long helpline wait times

01 Jul 2019

MPs have criticised HMRC for the long wait times experienced by taxpayers looking to get through to VAT helplines.

Many taxpayers have reported that they have been kept waiting on the phone for long lengths of time when seeking help in regard to Making Tax Digital for VAT (MTD for VAT). Others stated that they have been cut off by HMRC when attempting to call its VAT helpline.

Jon Thompson, Chief Executive of HMRC, responded by saying that HMRC is 'refining its support offer in response to feedback from customers and agents'. HMRC also stated that it is 'working hard' to bring waiting times down and improve performance.

Mr Thompson said: 'MTD represents a significant change for some businesses and their agents. We are committed to delivering these changes in a way that works for all.

'Our support model is designed to guide customers to the most appropriate help for their particular needs; whether through HMRC, a software developer or their agent. Our HMRC offer ranges from basic support, such as signposting, to online guidance for digital services, webinars and... videos, through to more intensive one-to-one support.'

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