Changes to HM Revenue and Customs’ helpline services announced only yesterday are being halted after a wave of negative feedback.
HMRC wants to encourage people to get tax advice online, but is now halting its plans in response to the feedback while it engages with its stakeholders about how to ensure all taxpayers’ needs – including small businesses – are met.
HMRC Chief Executive Jim Harra said the pace of change needed to match the public appetite for managing tax affairs on line. He said: “We’ve listened to the feedback and we’re halting the helpline changes as we recognise more needs to be done to ensure all taxpayers’ needs are met, whilst also encouraging them to transition to online services.”
The changes to the Self Assessment, VAT and PAYE helplines announced by HMRC will all be halted while HMRC engages with stakeholders. This means the phone lines will remain open between April and September.
HMRC will continue encouraging customers to self-serve where possible and access the information they need more quickly and easily by going online or to the HMRC app, which is available 24/7.
