HMRC’s Employer helpline – can you get through?

The Tax Faculty has received some reports that HMRC’s Employer helpline Tel: 0300 200 3200 is proving difficult to get through to, with unacceptable, lengthy delays before calls are answered. We have also heard feedback that sometimes a recorded message announces that the lines are too busy, instructs the caller to try again another time and then the call is disconnected.

We are interested to find out if this problem is widespread, particularly as RTI can generate high volumes of calls to HMRC’s Employer helpline.

Please let us know what your experience has been when you called the Employer helpline in recent months, providing:

·        an outline of the problem you were calling about

·        how long it took for your call to be answered

·        was your call disconnected because the lines were busy

·        whether you were happy with how the call was handled, and

·        if your issue was resolved satisfactorily

 
Please post a comment below.
 
Your feedback is valuable and allows us to provide vital evidence to HMRC where we believe their service standards need to be improved.
 
In our TAXREP 32/14 HMRC Telephone Service Standards, submitted to HMRC in May, we recommended an Agent Dedicated Line for PAYE Employer queries.
 
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  • My experience has been similarly frustrating at times.  Surely, however, HMRC themselves know how long the queues are and whether there is therefore a problem, or is this something that only commercial organisations bother to measure.  The trouble is that HMRC only consider what is the most convenient and cheapest way of running so far as they are concerned, without any worry about the cost to others of hanging on the phone.  Still Civil when you speak to someone, but hardly a Service.
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