Taxpayers need to know how to comply with changing rules and many find themselves reaching out to HMRC for support and guidance.
New data from HMRC reveals that, while this can be helpful, it is not a universally positive experience.
With many taxpayers feeling frustrated in their attempts to contact HMRC, with some describing the experience as “traumatic”, it is worth considering whether getting ongoing support from an accountant may be a better alternative.
Is it easy to contact HMRC?
The recently released Individuals Customer Experience and Perceptions Survey 2025 provides data on the way that HMRC engages with taxpayers so that the organisation can adjust to changing needs over time.
Depending on the way that taxpayers attempt to contact HMRC, the interaction varies notably in quality.
For taxpayers able to get all of the information they needed through online channels, 59 per cent of them reported a positive experience.
This rating dropped to 44 per cent for taxpayers who used both telephone and online channels.
A lack of clarity and a need for reassurance were found to be the main driving factors behind the use of phone calls.
This is likely due to it not necessarily being clear whether information has been submitted correctly or whether additional requests, like paying Self Assessment tax through PAYE, have been accepted.
A fear of getting punished for mistakes may be the cause of seeking reassurance, which is a problem when only 28 per cent of taxpayers believe that HMRC is an efficient organisation.
Taxpayers are quoted in the research as spending “three or four hours on the phone waiting for someone”, indicating that the concerns around efficiency are valid.
Do taxpayers have to talk to HMRC?
There are some cases where speaking to HMRC may be necessary, but the majority of questions can be handled by an accountant.
Having a dedicated expert engaging with your tax planning provides the reassurance that your filings are accurate.
Only 44 per cent of taxpayers see HMRC as approachable, so a fear of handling challenging communications could be delaying tax management, resulting in increased stress and a greater risk of error.
Our team are approachable and ready to support you with your accounting needs.
We can review your position to ensure that you are meeting your tax obligations, but we can also highlight ways in which you are being over-exposed to tax.
Knowing how to be tax-efficient is a good way to increase confidence in tax filing and is not advice that HMRC will generally provide.
Full confidence comes from a deeper understanding of your finances and tax so having an accountant guide you is vital for making the most of your money.
Instead of spending hours on the phone with HMRC, speaking to our team will give you effective support to make the best decisions for your financial goals.
If you do need to contact HMRC, we will ensure you know how to get the help you need.
Get in touch to discover a more efficient way to become confident with your tax filings.
