When it comes to agents’ perception of HMRC services, satisfaction levels with the agents helpline had dropped since the last survey with 43% of agents giving a negative rating of the dedicated agents telephone helpline, down from 39% in 2019.

Agents were a lot more likely to agree that HMRC were effective (54%) than efficient (27%). However, ratings of HMRC efficiency increased from 2019 (27% up from 22% in 2019).

Four in 10 (40%) agents reported that HMRC had made an error in their clients’ tax dealings. This is considerably higher than for small businesses and individuals, reflecting the increased level of interaction agents have with HMRC.

Larger firms were more likely to report that HMRC had made errors than smaller ones. Nearly six in ten agents with 50+ clients (59%) and with a turnover above £60,000 said HMRC had made errors.