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The Federation of Small Businesses (FSB) welcomed HMRC’s decision to stop its initiative of limiting taxpayer helplines and pushing individuals towards online services. Initially, HMRC had revealed its intention to shut down the self-assessment helpline for six months annually and reduce the operating hours of its VAT helpline, along with imposing restrictions on the usage of its PAYE helpline.
HMRC says it is halting these plans ‘in response to the feedback while it engages with its stakeholders about how to ensure all taxpayers’ needs’.
The FSB says that more investment in digital and telephone is needed – not a reduction in service.
Tina McKenzie, Policy Chair, FSB said:
‘Small businesses will definitely be relieved that the drastic reduction in HMRC’s helpline opening hours has been paused. We are very glad that HMRC has listened to the chorus of dismay which greeted its initial announcement.
‘While online services are a key part of the communications mix for the tax authority, sometimes there’s just no substitute for a real human on the end of a phone line who can listen, engage, and help untangle issues.
‘Before phone line cuts are considered, HMRC needs to build capacity in its digital services, as if those are improved – with real people online to offer help instead of chatbots – many small firms like to interact with the tax authority this way, as it can be more flexible and available out of hours.’
Internet link: GOV.UK FSB website
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