HMRC has stopped picking up the phone to taxpayers trying to file their returns due to an “increase in suspected fraudulent activity”, The i Paper has learnt.
Taxpayers now have to submit self-assessment repayment requests via post, rather than over the telephone or through its webchat, which could lead to significant delays in replies, experts have warned.
An HMRC spokesperson said: “We’ve stopped taking new self-assessment requests over the telephone or via webchat in response to an increase in suspected fraudulent activity, but our systems remain secure.
“The vast majority of repayment claims are done online, and people can continue to claim refunds via their online tax account as normal, or they can submit claims via post.”
The tax authority said its systems are always under attack from organised criminal gangs but assured customers it takes security of their data “extremely seriously” and said it continuously monitors systems and data to make sure that information is safe.
People are still able to submit their self-assessment forms via the website but if they have any queries, they could face months of waiting as they have to send off a form which not only takes time, but will also cost them in postage fees.
Rowan Morrow-McDade, tax director at Alexander & Co Chartered Accountants, said the change is likely to affect a number of older taxpayers who tend to use the phone to contact HMRC.
He said: “Unfortunately, they are often those who need money the most urgently so may be aversely affected by this change.
“HMRC have been trying for many years to stop people using their phonelines and using the internet instead, to cut their own costs.”
In March last year, HMRC announced it was closing its self-assessment helpline for six months of the year, before almost immediately reversing their decision after an outcry.
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It remans to be seen when or if HMRC reopen their phonelines for self-assessment repayment requests, Mr Morrow-McDade said.
At the start of this year, the Commons Public Accounts Committee, chaired by Sir Geoffrey Clifton-Brown MP, published a damning report on HMRC’s customer service.
Its summary stated that HMRC answered just two-thirds of customer calls to its advisers – against a target of 85 per cent – in the last full tax year.
Calls were also automatically cut off after 70 minutes without any supporting explanation or callback option, the report said.
A Freedom of Information request made by investing platform AJ Bell backed the committee’s findings.
The data it obtained shows that the number of calls answered by HMRC fell from 33.1 million in the tax year ending April 5, 2015, to 16.2 million in the last full tax year.
Around 44 per cent of calls were answered in the tax year ending April 5, 2024, compared to 60 per cent in 2021/22.
‘Delays can be very long – many months’
Mark Andrews, an accountant from Dorset, who now lives in Yorkshire, is a member of an accountants’ forum and said many have complained about HMRC only accepting letters.
The 61-year-old said: “From what we know, the accountant can draft the letter, but it has to be signed and sent by the taxpayer.
“Delays can be very long – many months – and HMRC will not commit to a timescale. They give an approximation of six to eight weeks typically, but they say this cannot be guaranteed.”
Former pensions minister and partner at LCP Sir Steve Webb said this is “simply unacceptable”.
He said: “It can be very difficult for the public to engage with HMRC at the best of times, and shutting down phone lines will make things even harder.
“Given that we are talking about people who are owed money by HMRC, taxpayers have a right to expect a straightforward process.
“For those who are not online, the only option seems to be putting a letter in the post and then sitting and waiting for a response. This is simply unacceptable.
“If HMRC has concerns around scams, these need to be resolved as a matter of urgency so that telephone service can be restored as soon as possible.”
When calling the number to order a self-assessment form, a recorded voice says: “Please note, this line is only for ordering forms and leaflets.
“If you have a question or need advice about self-assessment, our advisers won’t be able to help you. Instead, you’ll need to ring the self-assessment helpline or you can find lots of help and information online.”
When calling the helpline, it says: “If you’re calling to claim self-assessment repayment, you should do this online. Please note, our advisers are unable to do this over the phone.”
HMRC denied running a “deliberately poor” phone service in an attempt to push taxpayers to seek help online instead at the start of this year.
Jim Harra, HMRC’s chief executive, said the committee’s claims on its customer service were “completely baseless” and added “we’ve made huge improvements to our service standards, with call wait times down by 17 minutes since April last year”.
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