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.
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.