HMRC has u-turned on plans to close a major telephone line in just weeks.
The Government department announced yesterday it would be closing its self-assessment helpline from April 8 to September 30.
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The phone line was due to close during the same time period each year moving forward.
The move would have seen self-assessment customers forced into using HMRC’s website or app to fulfil request for six months of the year.
But the Government department has today u-turned on the announcement, saying it is ditching plans to close the line.
It comes after the move faced criticism from MPs and the BDO, a firm of tax advisers.
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HMRC Chief Executive Jim Harra said: “Our helpline and webchat advisers will always be there for those taxpayers who need support because they are vulnerable, digitally excluded or have complex affairs.
“However the pace of this change needs to match the public appetite for managing their tax affairs online.
“We’ve listened to the feedback and we’re halting the helpline changes as we recognise more needs to be done to ensure all taxpayers’ needs are met, whilst also encouraging them to transition to online services.”
The changes announced by HMRC yesterday would also have seen the self-assessment helpline run a reduced service between October this year and March 2025.
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HMRC said the helpline would be open to deal with only priority calls, and customers that had queries “that can be quickly and easily resolved” would be directed to HMRC’s website and app.
The Government department said its app was used by 1.2million customers each month.
It added more than 97% of self-assessment customers filed their tax return each year via the app.
The announcement from HMRC yesterday drew criticism from multiple sources.
Harriett Baldwin, chair of the Treasury Select Committee, said: “It is a great shame that HMRC have decided now is the time to essentially close down any avenues for people to contact them over the phone for huge parts of the year.
“We’ve heard time and time again that every effort is being made to direct people to resolve issues online.”
Meanwhile, tax specialists BDO also criticised HMRC’s plans to close the phone line, which received three million calls last year.
Dawn Register, head of tax dispute resolution at the BDO, said: “While it’s right that every Government department looks for efficiency savings, HMRC is in a unique position in that if it doesn’t provide the level of service that its customers require, there is a risk that it will fail to collect the tax that’s due.
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“Digital innovation is clearly a benefit to taxpayers, but online guidance, digital assistants and webchat facilities only go so far.
“The tax system is complicated, people’s financial affairs are complicated, and there are times when taxpayers simply need to speak to a human being to find out the answers to their questions.”
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