A REPORT on the taxman’s level of customer service is to be produced this winter by the National Audit Office.
The study will analyse the service taxpayers receive on the telephone, online and in written communications, as well as the extent to which HM Revenue & Customs understands and meets customers’ needs and expectations.
The NAO will also examine the taxman’s customer service strategy and how it proposes to improve its service with fewer staff.
This month, HMRC announced it will be recruiting an additional 1,000 staff to man its call centres as it attempts to meet its target of taking 90% of calls.
Just 48% of call attempts were handled in 2010/11, but improvements took the success rate to 74% in 2011/2012.
The ACCA has announced a partnership with UK research and development tax reclaim specialist RD Tax Solutions
The number of complaints received by HMRC have reached their highest number since the global financial crisis
Updated guidance on the standards expected of tax advisers and agents have been published by leading UK accountancy and tax bodies
Taxman lines up early exit from doomed Concentrix tax credits deal, as HMRC faces intense scrutiny from MPs