HMRC call wait times up 31% in one month

Some 48% of customer calls had to wait for more than 10 minutes to be answered in November, up from 31% the previous month and 17% in November 2019


HMRC’s customer service levels have reportedly deteriorated in recent months, with the average wait time for its customer helpline soaring 31% to 12:45 minutes in November 2020, up from 9:42 minutes in October, according to accountancy firm Moore. 

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