The annual total amount of time taxpayers spent on the phone waiting to speak to a HM Revenue and Customs adviser has more than doubled to the equivalent of almost 800 years, according to a report by Whitehall’s spending watchdog.
The National Audit Office (NAO) found that average call waiting times at HMRC have soared by more than 350% in five years, with increasing numbers of people not getting through in the first place or having their calls terminated, according to an official report that says the public is being “let down”.
