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Phone calls to UK’s Revenue & Customs cost taxpayers millions annually

Wednesday, December 19, 2012 10:12
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Delays in answering phone calls to Britain’s HM Revenue and Customs cost the taxpayer £136million per year, the government’s independent auditors have discovered.
According to an investigation by National Audit Office (NAO), HMRC has forced British taxpayers to pay out tens of millions of pounds to use poorly-staffed advice lines. 

The NAO found that waiting on the phone to talk to the taxman costs about £30 million last year while the bill for the time people waste hanging on or in unanswered calls costs taxpayers a further £100 million. 

“This report exposes a shameful level of service at HMRC”, said TaxPayers’ Alliance chief executive Matthew Sinclair. 

“Taxpayers will be outraged that HMRC could let 20 million phone calls go unanswered and yet still claim that it is outperforming some arbitrary target.” 

According to the NAO report, HMRC could save costumers around £52 million a year if it achieves answering 90 percent of the received calls. 



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