I am retired but do part-time sales from home to boost my pension, and as a result I have done a PAYE self-assessment tax return for the past eight years or so.
This year the calculation for my tax has gone through the roof, even though my income has not significantly changed. I have tried on numerous occasions to phone HM Revenue and Customs on 0300 200 3310 without success – I simply get the message that they cannot take calls at this time. On the HMRC website, it now states that the self-assessment phone service is closed until 4 September 2023.
I have therefore in desperation written to them asking them to investigate my concern that the calculation is incorrect. I have misgivings that I will get any reply. While I appreciate that many departments are busy and understaffed, to my mind this is a ridiculous situation. What do you think?
MP, by email
When I read your letter, my first reaction was that there must be some mistake, but you are right: HMRC has shut its contact centre for self-assessment queries until September.
It has done so to allow it to move staff to other operations, in an effort to bring down call waiting times. It also wants more customers to use its “online channels”.
I asked it what taxpayers like you are supposed to do, and was told that customers who need extra support should ask for a phone or video appointment with HMRC’s extra support team.
You can request this when calling any HMRC helpline or by using the extra support team webchat service, it says. In your shoes, I would do this rather than expect your letter to be answered.
“We’re working hard to improve all our service levels, but to achieve this, we must move more of our customers to our online channels. By doing so, we’ll deliver a better experience to them, while crucially providing support to taxpayers who really need to talk to us,” it says.
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