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Revenue and Customs: Telephone Services

Question for Treasury

UIN 114259, tabled on 11 November 2020

To ask the Chancellor of the Exchequer, what assessment his Department has made of the potential merits of introducing of a call back system when individuals have spent a significant period of time waiting on hold with HMRC's helplines.

Answered on

16 November 2020

HMRC aim to answer calls as quickly as possible. Where queuing is unavoidable, HMRC point taxpayers to their online services. HMRC have looked at the option of introducing a call back system but doing so increases waiting times to unacceptable levels resulting overall in worse customer service for the taxpayer.

Answered by

Named day
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