/ Money

Have HMRC helplines left you hanging on?

It’s true that Her Majesty’s Revenue & Customs gets a lot of calls (60m a year) but, even so, our findings paint a less than flattering picture. Have you been left hanging on the phone by HMRC?

We made 100 calls to HMRC’s self-assessment and general enquiries helplines to see how easy it is to get through to an adviser. Nearly a third of our calls were cut off because the switchboard was ‘too busy’.

When we did get through, the average time we had to wait to speak to an adviser was 18 minutes. On one call we were left waiting for 41 minutes.

Getting through to HMRC

The irony is that HMRC can be very helpful when you do get through. I’ve always found them knowledgeable and pleasant to deal with – so I keep holding on in the hope of getting through.

Understanding tax isn’t always easy, which is why being able to make contact is so important. All the more so as the self-assessment deadline on 31 January approaches.

I’ve also had trouble writing to HMRC. I tried this summer and was told to wait for five weeks before calling, since it took them that long to open the post! Sending an email might have been quicker, but you can only do that if you’re changing your address or querying your tax code. All other queries have to be by phone or post.

HMRC call waiting times

To be fair, HMRC do acknowledge its shortcomings and have assured us that it is ‘working hard to improve the service we provide’. The target it’s working towards is only 80% however, so that still means that a fifth of all callers could struggle to get through.

Phoning in the morning seems to work best. HMRC admits this on its website, advising callers that, ‘phone lines are less busy before 10am, Monday to Friday’. Our research confirmed this is the case, with more calls cut off in the afternoon and the time spent waiting rising steadily throughout the day.

We all have to pay tax, so we’re all HMRC ‘customers’. Getting through to them shouldn’t be such a lottery, or mean you’ve got to phone before you’ve had your breakfast. We want to see HMRC doing more to monitor and improve its call waiting times. To this end, we’ve shared our investigation with the Treasury and HMRC and have also briefed the Public Accounts Committee.

How have you found dealing with HMRC? Have you had trouble getting through to them on the phone? Tell us how long you’ve been kept on hold?

How long has HMRC kept you hanging on the line?

31-45 minutes (26%, 2,269 Votes)

46-60 minutes (26%, 2,242 Votes)

More than 60 minutes (24%, 2,030 Votes)

21-30 minutes (15%, 1,302 Votes)

11-20 minutes (6%, 475 Votes)

6-10 minutes (2%, 178 Votes)

Up to 5 minutes (2%, 133 Votes)

Total Voters: 8,629

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Comments

I was 4th in the queue and it took me 30mins to get to be first in the queue to be told. “Sorry, all our operators are busy try back later.” and then the phone goes dead. Do you know if these people are getting paid when we stay on the phone because I lost money just waiting for them to answer my phone? Absolutely reddiculas

A Brown says:
8 April 2022

I have been trying to phone all week, got through and when they answered
i said good morning and then silence.Nothing, waited 5 min. then i hung up
after waiting 40min.to get through