UK accountants demand HMRC service improvements

A recent survey from the Association of Chartered Certified Accountants (ACCA) has shed light on the challenges UK accountants face when dealing with HMRC services.

 Over 90% of respondents expressed the urgent need for HMRC to improve its service across several key areas.

The survey, which involved 207 ACCA members, uncovered significant concerns within the accounting profession. More than half of respondents (52%) reported that HMRC’s service levels were negatively affecting productivity and efficiency, impacting both accountants and their clients.

The areas identified for drastic improvement included:

• Reduced call waiting times: Accountants called for shorter waiting times when seeking assistance from HMRC.

• Enhanced call handling systems: They urged HMRC to provide better call handling systems, including queue information and call-back options.

• Improved communications: Respondents emphasised the need for more efficient communication methods, with a preference for greater use of email.

The challenges accountants face in their interactions with HMRC have increased in recent months, leading to growing frustration. Some professionals have resorted to raising formal complaints to prompt a response from HMRC.

Glenn Collins, head of technical and strategic engagement at ACCA, said:

“Many of our members have raised with us, over a number of years, their struggles and difficulties in working effectively with HMRC services.”

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