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HM Revenue & Customs’ (HMRC) customer service target has been branded “woefully inadequate” by the Public Accounts Committee (PAC) after 20 million phone calls went unanswered in 2011-12. A report published by the committee found that it cost callers £136m while they waited to speak to an HMRC adviser last year. It also revealed that against its target of responding to 80% of letters within 15 days, the department managed to reply to just 66%....Read more here
And they've planned this? HMRC to close all of its 281 Tax Enquiry Centres - allaboutFORUMS
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