HMRC announces improvement plans

Date: 15th September 2011

Small business owners and other UK taxpayers could soon notice an improvement in the level of service supplied by HM Revenue & Customs (HMRC).

The department has announced that in conjunction with industry bodies, it is to focus on becoming more accessible for taxpayers.

Under the new plans, it is hoped that it will be easier and cheaper for individuals to get in contact with HMRC advisors over the phone, while repayment claims and response letters will also be processed in a more efficient manner.

Mike Clasper, HMRC chairman, said: "Tax agents along with the charity and voluntary sector are vitally important customer and stakeholder groups for HMRC and I welcome their offer to work with us so we can better understand how to improve.

"We know that they and their clients are seriously impacted when we get things wrong and we are determined to deliver a better service. We need to get a better understanding of the experiences of our customers and stakeholders and of their experiences in resolving tax issues."

Posted by Emily Smith