The latest HMRC research found that there was general dissatisfaction with HMRC’s efficiency and effectiveness with only one in five rating HMRC in this area, leaving 81% of accountants less than happy with the performance of the tax authority.

The level of satisfaction with HMRC is in decline with 38% of accountants criticising the standard of service on the agents dedicated line (ADL). Reflecting the drop in service standards since the pandemic struck, the same research in 2019 showed that 61% of agents were satisfied with HMRC’s service. In four years, confidence in HMRC has deteriorated significantly.

While the ADL is a dedicated line, the quality of service on general helplines was described as even worse with 72% of agents negative about the quality of these HMRC phone helplines.