HMRC – you want me to wait how long?
It was impossible to miss the news over the last month that HMRC is planning changes. It was reported that HMRC will be closing 170 tax offices across the country and replacing them with 13 regional centres. Although this is due to happen over the next decade or so, we cannot ignore the effect that the mass redundancies will have on the already stretched service HMRC provides. Since March 2014, call wait times have increased from on average 3 minutes to a staggering 15 minutes.
We all know how frustrating it is to receive poor service; it wastes our time and usually costs us money. I think the tax system in the UK is already so horribly complicated that we do not need them to make it worse by having us struggle to get through to the people who manage it. So, if you do have to contact them, be sure to do it sooner rather than later!
Don’t leave your tax returns or queries until the last minute. You don’t know how long you might be on hold! Oh, and one other thing: we promise NEVER to have an automated phone answering system. If we are all busy, please leave a message on the answerphone and we will call you back. We think it’s just a better way of doing things.