Parliamentary watchdog accuses HMRC of deliberately ‘degrading’ phone services

WRLO Accountants — Fri, 24 Jan 2025 16:37:09 +0000

Parliament’s spending watchdog has accused HMRC of deliberately running down its phone services to force people to go online, according to a report. The Public Accounts Committee’s (PAC) report into HMRC’s customer service levels found that the average call waiting time has passed 23 minutes. It also found that 44,000 customers were cut off without warning after being on hold for more than an hour last year. The report said: ‘HMRC’s customer services have deteriorated even further since this Committee last reported a year ago.’ It continued: ‘HMRC says it has not been adequately resourced to meet telephone demand from customers, but it must take responsibility for its own failings to offer sufficiently effective digital services to customers. We are concerned that it has sought to degrade its telephone service to drive taxpayers to digital channels.’ It added: ‘HMRC has been too willing to let its telephone services fail in the hope this forces people to use its digital services instead.’ The PAC report made this recommendation: ‘HMRC should ensure it understands how far its digital services can replace telephone services and what level of telephone service it needs to retain to meet customers’ needs – including those of small […]

The post Parliamentary watchdog accuses HMRC of deliberately ‘degrading’ phone services appeared first on WRLO Accountants.

HMRC launches online voluntary NICs payment service

WRLO Accountants — Fri, 03 May 2024 09:19:46 +0000

HMRC has launched a new online voluntary NICs payment service. The government says the new service will make it easier for customers to check for and fill any gaps in their National Insurance record to help increase their State Pension. It also said that the new Check your State Pension service has been enhanced to include an end-to-end digital solution. The service shows customers by how much their State Pension could increase and outlines the voluntary NICs they would need to pay to achieve this. The service also allows people under the State Pension age to view gaps in their National Insurance record and pay voluntary contributions to fill the gaps. Minister for Pensions, Paul Maynard, said: ‘The State Pension is the foundation of income in retirement, which is why we have introduced this new online tool to help simplify boosting it for those who are able to. ‘I would encourage everyone to check their State Pension forecast and to take a look at how they could improve their State Pension award with only a few simple clicks.’ Internet link: GOV.UK

The post HMRC launches online voluntary NICs payment service appeared first on WRLO Accountants.

online Archives - WRLO Accountants

Parliamentary watchdog accuses HMRC of deliberately ‘degrading’ phone services

HMRC launches online voluntary NICs payment service