Long Waits and Complex Processes Spark Frustration

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Long Waits and Complex Processes Spark Frustration

Businesses Frustrated with HMRC's Declining Service Standards

businesses in the UK are increasingly frustrated with the declining service standards of HM Revenue & Customs (HMRC). For the first time, a majority of over 10,000 respondents rated their experience as "poor."

This growing dissatisfaction stems from several factors. Long wait times for phone support, coupled with frustration with webchat and helpline advice quality, are causing significant challenges for businesses. While HMRC has made efforts to improve the accessibility of information on the .gov website, many businesses struggle with complex processes, particularly post-Brexit import and export forms.

The survey also highlighted the increasing burden of bureaucracy faced by businesses. Dame Teresa Graham, chair of ABAB, noted that many businesses now view this as an inherent cost of doing business in the UK. She urged the government to address the legislative burden of taxation and prioritize improving helpline services and developing user-friendly online resources.

HMRC faces challenges due to outdated IT systems and insufficient resources, hindering the rollout of necessary digital improvements. The survey revealed that 84% of respondents were businesses, with the remainder being tax agents. Both groups expressed growing frustration with HMRC's declining service standards.

This situation underscores the need for HMRC to take immediate action to address the concerns of businesses. Improving service standards, streamlining processes, and investing in modern IT infrastructure are crucial steps towards restoring trust and ensuring efficient tax collection.

The information about Jamie, the business journalist, has been excluded as it is not relevant to the main topic of the text.