Alex Neill, Which? Director of Policy and Campaigns, said:
“Which? research for the last two years has shown just how difficult it can be to get through to HMRC and consumers deserve a big improvement in call-waiting times.
“Until people have viable alternatives to ringing when they need to discuss their tax affairs, many feel they have no choice but to wait. HMRC must continue to work hard to tackle their customer service and reduce call-waiting times.”