Which? response to HMRC delays in answering phone calls

In response to the National Audit Office report which found that 20 million calls to HM Revenue and Customs were not answered last year, and delays in answering phone calls have cost callers £136 million a year,

Which? executive director Richard Lloyd said:

“We found it can take up to two minutes just to navigate HMRC’s automated system. People should not be faced with an expensive phone bill when they are simply trying to sort out their tax returns. HMRC should do more to make it as easy as possible for people to get in touch.”