MPs and tax experts have demanded a “radical” improvement to the UK tax authority’s customer service and more money for the under-pressure department, after a damning report by the spending watchdog concluded it was failing the public.
On Wednesday, the National Audit Office said HM Revenue & Customs’ customer service was in a “declining spiral” and calculated that taxpayers spent 7mn hours, or 798 years, on hold to HMRC in 2022-23.
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