HMRC has moved several of its helplines from 0845 numbers to cheaper 03 numbers, with the full switch due to be complete by the end of summer.
The migration did not come soon enough, however, for the new tax year when the mass roll-out of real time information for PAYE started after HMRC's spring software upgrade.
Taxpayers and advisers attempting to file RTI returns for the first time swamped the tax department’s helplines. AccountingWEB’s Any Answers page saw a surge in queries and complaints about the Revenue’s phone lines, particularly on Monday 7 April, when HMRC staff staged a half-day strike. But the lengthy waits continued throughout the following week.
In many cases, callers reported they could not get through and were advised by recorded messages to ring back later. Other members raised concerns about...