According to an Administrative Burdens Advisory Board (ABAB) survey, the quality of HMRC services has come under heavy criticism. Over 10,000 businesses and tax agents responded, and 42% reported a decline in service compared to 2023.
HMRC’s online services were particularly criticised, with 60% rating webchat as poor and just 105 respondents calling it excellent. Phone support fared similarly, with over 50% describing it as poor. Only 243 respondents rated phone services excellent; less than a third considered them average or good.
Customer experience is declining, with just 3.9% feeling it has improved. The majority (63%) expressed frustration with wait times on phone helplines, a significant increase from 43% dissatisfied last year. Additionally, many found HMRC guidance difficult to navigate, often turning to alternative sources for advice.
However, website accessibility slightly improved, with 39% reporting difficulty accessing HMRC guidance, down from 46% last year.
Opinions on Making Tax Digital (MTD) for income tax self-assessment were largely negative, with two-thirds predicting higher costs and 65% expecting longer submission times. Only a small fraction thought MTD would save money (5.4%) or time (7.3%).
Despite the rapid advancement of technology, including artificial intelligence (AI), many respondents reported increased costs and the need for additional training to keep up.
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