A recent report by the National Audit Office examined the quality of service for personal taxpayers. Overall the report found that as HMRC aimed to move more taxpayer’s online thereby reducing staff costs, a significant number of staff were let go before technical improvements were completed.

According to the NAO, this lead to a collapse in service quality in 2015 “but services have since improved”. Following on from the publication of the report, HMRC issued a statement on the matter.

Recently the Northern Ireland Tax Committee asked members to tell us of their experiences in dealing with HMRC via a targeted survey. The results of that survey are now being discussed with HMRC senior management. The committee wishes to extend its thanks to those who took time out of their busy schedules to complete the survey. In the next few months we’ll be publishing the survey outcomes on our website. Members are welcome to contact Leontia Doran at any time with their experience of HMRC performance.