Select committee: Public Accounts Committee
Conclusion 6
3rd Report - HMRC Customer Service and Accounts
Published 22 Jan 2025
Addressed to HM Treasury
Public Accounts Committee HMRC Customer Service and Accounts 2023-24 All items in this report Report on parliament.uk ↗ Inquiry on parliament.uk ↗
Conclusion (the committee's words)
We welcome HMRC’s new goal to reduce the tax gap but we are concerned that it still plans to reduce the number of prosecutions. HMRC expects to bring in £6.5 billion additional tax revenue by 2029–30 as a result of measures set out at the Autumn Budget 2024, and has funding for 5,000 additional compliance officers. However, it could not tell us how much this will reduce the tax gap. HMRC has published experimental statistics on the offshore tax gap, but admits this is not a complete measure. At £0.3 billion we are concerned HMRC’s estimate looks implausibly low and that there is no way of making an accurate estimate. We are also concerned that HMRC is not doing enough to tackle deliberate cases of non-compliance. HMRC can use civil processes to sanction non-compliance, but its use of criminal investigation and prosecution is decreasing, and there were only 344 criminal prosecutions in 2023–24, compared with 691 in 2019–20, with HMRC focusing on the most serious and high-value cases. We are concerned that HMRC is not using the criminal enforcement tools at its disposal. There have never been any prosecutions under the criminal facilitation of tax evasion offence. The number of HMRC investigations into serious tax fraud and avoidance has fallen to a six-year low. HMRC is examining the deterrent effect of criminal investigations and prosecutions to understand their effectiveness in recovering tax. recommendation Now that HMRC has been tasked with reducing rather than just maintaining the tax gap, it must be bolder in identifying and tackling abuse. HMRC should: a. set ambitious targets for compliance yield that would allow it to achieve annual reductions in the tax gap; b. obtain an estimate that is as accurate as feasibly and practically possible of the offshore tax gap and develop a standalone strategy to reduce it; and c. research which interventions are most effective in achieving a deterrent effect for tax evaders and organised criminals. This research should expl
From: Public Accounts Committee, 3rd Report - HMRC Customer Service and Accounts (HC 347), 22 January 2025
Government response
Latest Treasury Minutes progress report to the Committee of Public Accounts on the Third Report of Session 2024-26
The government responded to the whole report on 4 June 2026.
Treasury minutes: Government response to the Committee of Public Accounts on the Third report from Session 2024-25
Published 6 May 2025.
Summary written by Accountability Index from the government's response. It is not the government's own words.The government agrees with most of the Committee's recommendations, with target implementation dates ranging from March 2026 to March 2028 for several, but disagrees with reinstating a call waiting time target and with the proposed resourcing "guard rails" and corrective trigger.
- On a call waiting time target, the government "disagrees". It says ASA "remains a key performance metric" and that its Adviser Attempts Handled measure and customer satisfaction metrics give "a more rounded view" of the experience for all callers.
- The government agrees that call waiting estimates, no cut-offs without warning and a callback service should be required in a new telephone service, with a target implementation date of March 2027. It says the new Contact Service platform procurement will launch in spring 2025.
- The government disagrees with setting a trigger when service levels fall more than five percentage points below target. It says HMRC is "always reviewing plans and forecasts of demand" and adjusting resourcing "day-by-day and week-by-week".
- On tax debt, the government agrees, and HMRC "will respond to the Committee in September 2025" with its expectations for the debt balance by 2029-30 and plans for older debts, allowing for the outcome of Spending Review Phase 2.