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HMRC helpline performance in 2017 - are there still issues?

Members have continued to report issues with HMRC helplines during 2016 although the statistics reported by HMRC indicate significant improvement. This feedback is invaluable in helping us to monitor this area of HMRC’s work and as evidence to support the concerns we raise.

To enable us to provide HMRC with up to date evidence of the problems that HMRC helpline performance cause our members, please post comments below to tell us about your experiences, indicating:

  • the name of the helpline
  • the telephone number
  • how long it took for your call to be answered

and if the concern is about quality:

  • an outline of the problem you were calling about
  • whether you were happy with how the call was handled
  • whether the issue was resolved satisfactorily.
Parents
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  • HMRC's performance in both answering hepline calls and in dealing with them is possibly worse than any other organisation we have ever contacted. It is as though nobody who answers the calls has even a superficial knowledge of the subject they are advising on.

    A recent example is set out below

    the name of the helpline: HMRC VAT helpline
    the telephone number: 0300 200 3700
    how long it took for your call to be answered: 30 minutes

    and if the concern is about quality:
    an outline of the problem you were calling about: a relatively simple question seeking HMRC's view on one aspect of the sports VAT exemption
    whether you were happy with how the call was handled: the call was said to be a 'technical matter' and therefore could not be answered by telephone
    whether the issue was resolved satisfactorily: A call back was received several days later but the officer was unable to answer the question referred to him. He gave the phone no of a specialist contact within HMRC. A message was left on her voicemail but she did not return our call.

    I would like to say this was unusual but it is a fairly standard situation.
Children
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