FOR IMMEDIATE RELEASE
Ian Cass the Managing director of the Forum of Private business reacted to the announcement from Ruth Owen, HMRC’s Director General of Customer service who said,
“We recognise that early in 2015 we didn’t provide the standard of service that people are entitled to expect and we apologised at the time. We have since fully recovered and are now offering our best service levels in years”.
“Over the past six months we’ve consistently answered calls in an average of six minutes, and have launched new online tax accounts and webchat for everyone, enabling customers to manage their tax affairs wherever and whenever they want.”
“The Forum have been working with HMRC in a proactive manner in recent months to point out the inadequacies of their services, particularly towards Small business and their accountants and bookkeepers, who when faced with an issue not covered by the standard online documentation were struggling to contact anyone in HMRC by phone without an excessive wait of in some cases nearly an hour. It’s great to see them reacting, adding additional resources, 800 new staff and cutting the telephone waiting time down dramatically, the Forum and our members welcome the improvements and look forward to working with HMRC towards further positive changes in the future.”
Campaign Communications Executive
Tel: 01565 626036
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