HOLDING FOR AN AVERAGE OF SIX MINUTES frustrated a quarter of callers to HM Revenue & Customs’ PAYE helpline, figures released under the Freedom of Information Act show.
The data demonstrates that some 28% of callers gave up part-way through their call, up 10% from 2009, when the waiting time was one minute and 53 seconds. Last year, the average was 5 minutes and 45 seconds, reports The Telegraph.
The news comes just weeks after it was revealed one in four tax helpline calls go unanswered, and months after government figures showed complaints over delays had gone up by nearly a third.
HMRC received more than 76,000 complaints from taxpayers in the last year, up from 73,000 the previous year but down from 84,500 in the 2008/09 tax year.
Complaints, though, rose from 16,882 in 2008/09 to 22,185 in 2010/11, leading to claims the taxman’s call centres were understaffed.
Fewer than half of taxpayers got through to an operator on first attempt, against benchmarks of 90%.
In May, Exchequer secretary David Gauke admitted the Revenue “recognises there are further improvements to be made and aim to achieve 90% of call attempts handled by 2014/15”.
HMRC has outlined a change in VAT policy to the treatment of dwellings that have been formed from either the construction of new buildings, or from the conversion of non-residential buildings
Let us hope that valuable asset protection vehicles are not made prohibitively burdensome or abolished in the desire to “simplify” IHT
The government is pressing ahead with changes to the way it taxes individuals with a foreign domicile
I will feel slightly awkward when I write to the client who is about to receive a large invoice from the PAYE expert, offering him the fee protection going forward