Filing a self-assessment tax return is a daunting task, especially for those who are doing it for the first time. That's why the news of HMRC's decision to close their tax return helpline ahead of the January deadline is not only shocking, but also incredibly frustrating ...
This decision has left many taxpayers, particularly the elderly who may not be as tech-savvy, feeling abandoned and confused. The helpline was often their primary source of assistance, and now they are being directed to the internet, which may not be accessible or user-friendly for everyone.
Furthermore, the timing of this decision is questionable. Now, we're post-pandemic and with a lot of economic uncertainty right now, the last thing taxpayers need is added stress and confusion when it comes to filing their tax returns. The closure of the helpline is likely to result in longer waiting times for those who do manage to get through, leading to potential fines for late submissions.
It's not just taxpayers who will be affected by this decision. Accountants and tax professionals also rely on the helpline for clarification on complex tax matters. Without this support, their workload is likely to increase, and we may struggle to meet our clients' needs in a timely manner!
HMRC's reasoning for closing the helpline is to focus on 'priority' calls, but this raises the question of what constitutes a priority call. Will those who are struggling with their tax returns not be considered a priority? And what about those who do not have access to the internet or are not comfortable using it? This decision seems to disregard the needs of a significant portion of the population.
The closure of the helpline also highlights a larger issue with HMRC's customer service. The average waiting time to speak to an advisor is already around 22 to 25 minutes, and now with the closure of the helpline, this is likely to increase. This is not acceptable, and HMRC needs to address this issue and improve their customer service to better support taxpayers.
It is a move that seems to disregard the needs of the population and highlights larger issues with HMRC's customer service. As an Accountant, I urge HMRC to reconsider this decision and provide the necessary support and guidance for taxpayers during this challenging time.
If you feel inspired to find out more about anything I've said here, do call me on 01908 774320 or leave a comment below and I'll be in touch as soon as I can.