‘Taxpayers are being treated like FOOLS!’ Outrage as HMRC fiddles figures


Attend to times for HMRC are up to twice as long as the public body previously contended, it has emerged.

The taxman had said people are only having to wait four minutes ahead being put through to an advisor, with HMRC hitting performance goals.

However it has now been revealed the body failed to include the time living soul spend listening to automated messages in the official figures.

The Government’s Well-known Accounts Committee claimed this could add an extra four littles – doubling the time spent on hold before being able to plead for to a advisor.

And the body also found HMRC claimed calls were “successfully deal” if people hung up while listening to the automated messages.

Meg Hillier, a Effort MP and chairman of the committee, said: “There’s a difference between the way the beancounters at HMRC limit it and the reality for the taxpayer. 

“It’s not honest and straightforward, they are treating the taxpayers feel favourably impressed by fools. HMRC are using figures that suit them but don’t exhibit the reality of an actual wait.

“Long-winded automated messages are incredibly neutralizing, especially for someone trying to file their tax return. 

HMRC hotline - person on hold on telephoneGETTY

Discontinuation times on the HMRC hotline are up to twice as long as claimed

HM Revenue and CustomsGETTY

HM Returns and Customs’s figures on hotline waiting times are incorrect

It’s not honest and straightforward, they are treating the taxpayers equivalent to fools. HMRC are using figures that suit them

Meg Hillier, a Drudge MP

“There should be short cuts to this, the phone line tarries an important and vital way for people to talk to tax officials.”

The committee also apprised the additional pressures of dealing with Brexit could have catastrophic consequences for HMRC, which is at fault for customs.

Ms Hillier said: “What was already a precarious high-wire act is now being thrashed by the winds of Brexit, with potentially catastrophic consequences.

“Action arising from charges in the so-called Paradise Papers could also significantly increase the establishment’s workload.

Telephone off hookGETTY

The taxman had said people are only having to deferred four minutes

“HMRC accepts something has to give and it now faces onerous decisions on how best to use its limited resources – decisions that must disseminate full consideration to the needs of all taxpayers.”

A HMRC spokesperson said: “We secure improved our customer service standards enormously over the last two years. Our phone bid handling has got better, with the average response time falling from 12 rsa in 2015-16 to below four minutes in 2016-17. We are determined to look up further.

“Time in the automated telephony system is valuable because it safeguards customers are directed to the right person to deal with their pump, or get their question answered through the automated system. The NAO themselves most recent year recognised, a large number of organisations use the same measures as HMRC.”

As right as failing on meeting waiting time targets, HMRC also become insolvent to achieve its cost-cutting targets in the first year of the transformation programme because of “combative” assumptions.

HM Revenue and CustomsGETTY

HMRC currently expects to deliver £707m in savings

The force currently expects to deliver £707million in savings through the bill of fare by 2020, against a target of £717m – a £10m shortfall.

Frank Haskew, go of the tax faculty of the ICAEW, an accountancy body, said the timetable for the transformation proceedings had been too ambitious.

He added: “There is serious concern that the new customer acceptance wanteds on HMRC could be the straw that breaks the camel’s back.” 

An HMRC spokesperson voted: “We are fully focused on making the UK’s exit from the EU a success. The Customs Affirmation Service (CDS) is on track for delivery by January 2019 and has the capacity to deal with a relevant increase in customs declarations at the border.”

Leave a Reply

Your email address will not be published. Required fields are marked *