You keep me hanging on the telephone…

December 18th, 2012  |  Published in Uncategorized

Over 50,000 calls a day to HMRC are not answered, according to a National Audit Office report.

One in four calls to the Revenue – 20 million calls, many of which were made on premium lines – were not picked up by a call centre operator last year.
Between April and September 2011, 6.5 million customers waited more than ten minutes to have their call answered.

The NAO was especially critical because customers are charged premium rates as soon as that their calls are connected, even if they are held in a queue. They estimated that customers paid £33 million in call charges while they are in the queue, while the estimated value of customers’ time was £103 million.

If you’re sick of hanging on at great expense to sort out your tax, you should think about being represented – we have access to a dedicated agents’ line, where we always get through and can usually get things sorted out for you.

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