HMRC service levels: what improvements are accountants calling for?

A recent ACCA survey revealed that a great majority of accountants are calling for improvements in HMRC service levels. Glenn Collins, ACCA’s head of technical and strategic engagement, told us what difficulties are negatively exacerbating efficiency levels among practitioners and their clients

Can you tell us when and why was this survey made?

The survey has been running during August and September and partly into October so it’s a fresh set of results. The reason for it being run is that our member feedback has been fairly, fairly negative about some of the HMRC service levels — it’s been nearly a two year period that service levels have not really improved and we were getting more and more feedback from agents that it was really affecting and impacting their clients.

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