HMRC chief executive Jim Harra said: ‘We want to reduce the volume of contact through phone and post by 30% by 2025 compared with 2021 to 2022, enabling many more customers to resolve their issues quickly and easily online, and freeing us up to help those who need extra support.’

Recognising the level of criticism of HMRC services, particularly from accountants and tax advisers, Harra added: ‘We’re determined to do all we can to be responsive and to help customers get things right – but that has to mean migrating an ever-increasing number of our customers onto our digital services and away from our phone lines so we are in a much better position to provide specialist support to those that need it, while improving the customer experience.’

A 30%