In the latest research from HMRC there was a decrease in ratings amongst agents for both the agents dedicated helpline (36% in 2021 compared with 57% in 2020) and other HMRC helplines (26% in 2021 compared with 35% in 2020).

There were also signs that errors on tax affairs was a problem with 70% of agents experienced problems with mistakes on taxes which were not easily resolved with HMRC.

Agents who were negative about HMRC across a range of measures, including the ease of acting on behalf of their client, their overall experience of HMRC, and whether services were tailored, were more likely to have had to contact HMRC by telephone because they could not resolve their issue online.