We have received a letter (agents copy) from HMRC, received 20 days after post date, but that is another story!
I tried to call the person who sent the letter only to discover the 0845 no on the letter is a general enquiry number (not a direct no) and ended up in the inevitable queue.
If I use our normal telephone I never know the costs per minute, but as I was using Skype I noticed the cost was 8p per minute! A 10 to 20 minute wait isn't unusual so the cost will probably be over £1, in addition to the time I have wasted while sitting in the queue.
Do HMRC gain any income from these calls? If so, maybe the queues are there for a reason, ie. to provide additional funds for HMRC?