Source · Select Committees · Business and Trade Committee
Recommendation 13
13
HMRC funding arrangements result in millions of small business calls going unanswered annually.
Conclusion
HM Treasury’s current funding arrangements mean that HMRC can meet its call answering targets and still allow 3 to 4 million calls a year to go unanswered. As the small business tax gap grows, it is essential that HMRC gets back in touch with these customers and understands how to best support them. (Conclusion, Paragraph 62)