The UK Parliament’s Public Accounts Committee (PAC) has published an exchange of letters between its Chair, Sir Geoffrey Clifton-Brown, and HM Revenue & Customs’ (HMRC) Chief Executive and First Permanent Secretary, Sir Jim Harra, as follow-up to the Committee’s scrutiny of HMRC’s customer service performance. The correspondence reflects concerns raised by Committee members that HMRC has sought to degrade its telephone service in order to drive taxpayers towards digital channels. It follows the PAC’s report, HMRC Customer Service and Accounts 2023-24, which found a continuing six-year decline in customer service levels in 2023-24 and urged HMRC to take responsibility for how it has failed its customers.
UK Parliament 2025-01-22
UK Parliament's Public Accounts Committee publishes correspondence with HMRC chief executive on customer service and telephone access
The UK Parliament’s Public Accounts Committee published letters between its Chair and HM Revenue & Customs’ Chief Executive, highlighting concerns over HMRC's declining customer service and alleged efforts to push taxpayers towards digital channels. The correspondence follows a report noting a six-year decline in service levels and urging HMRC to address these issues.