Are you having any problems when contacting HMRC by phone?
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Your feedback in 2014 was invaluable in helping us to monitor this important area of HMRC’s work and provide evidence to support our concerns about HMRC’s disappointing performance standards. We sent your comments to HMRC in a report in May 2014 which can be found together with HMRC’s reply at HMRC’s telephone service: the department replies to Tax Faculty comments.
There is still work to do and we will continue to work with HMRC through the Joint Initiative for Service Delivery (JISD) to address these issues.
We also welcome your feedback and comments on which HMRC telephone lines are working well.
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On 1 April I was trying to help a client pay some voluntary NICs before 5 April.
This was all much more successful than when I called HMRC in January about a login for a client who wanted to file online. A request had been submitted in December and nothing had been received. The APL was very quick to answer the phone and recognised my 64-8 details, but referred me to the online services line. The Shipley desk answered after about ten minutes but refused to speak to me in any detail because it did not recognise the existence of the 64-8. My client was advised simply to submit a new online request for a login and plead reasonable excuse if it didn't arrive in time.