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.
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
Plans to fine accountants, tax planners and advisers who design, market or facilitate the use of tax avoidance arrangements go ‘too far’ and risk capturing traditionally accepted tax planning
Accountants and advisers who offer aggressive tax avoidance schemes are to face tougher sanctions under a new penalty regime to be announced by HM Treasury
The timetable for implementing HMRC’s ambitious digital tax strategy is “worryingly short” and should be delayed by at least one year, advisers have warned