
HMRC customer service levels need urgent improvement, say small firms
Responding to the National Audit Office (NAO)’s report on HMRC’s customer service levels, Tina McKenzie, Policy Chair, Federation of Small Businesses (FSB), said: “The finding by the NAO that nearly half of all calls to HMRC go unanswered says a lot. Tax compliance is a huge headache for small firms, who spend on average 52 hours a year trying to sort out how much they need to pay, at a collective cost to small firms of £25 billion, an eyewatering sum. “The long delays, troubles getting throug










