The National Audit Office has published a report criticising HM Revenue & Customs for not providing adequate customer services between 2012/2013 and 2015/2016 during which waiting times significantly increased.
Self-assessment callers during the crucial deadline week to 31st October for paper returns had to wait 47 minutes on average, and customers have had to wait for an advisor for over an hour at busy times.
The total cost incurred by customers who called the taxes helpline increased from £63 million in 2012/2013 to £97 million in 2015/2016. HMRC has responded to the NAO report by saying it has produced the ‘best customer service performance in years’.
The NAO report – https://goo.gl/xtvYh4
HM Revenue & Customs response – https://goo.gl/RF08Kx
Come to your own conclusions.