James Murray of the Treasury has given a new update on the HMRC’s work (Image: Parliament TV)
HMRC has released an update on four changes it is implementing that could impact many people dealing with the UK tax-collection authority. Concerns have been voiced about the organisation’s capacity to handle cases and eliminate delays in settling them.
During the summer months, the tax authority acknowledged it had received 12,670 complaints in the 2024-25 financial year concerning cases involving both an error and a delay. This represents a 66 per cent increase on the 7,620 lodged the previous year.
The figures came to light through a Freedom of Information request from accountancy firm UHY Hacker Young. They said the rise suggests a ‘sustained decline in HMRC’s customer service’.
HMRC has now released a fresh statement as it seeks to enhance services. This follows an MP questioning what assessment the Treasury has conducted of the time taken by HMRC to settle cases, and what measures it is implementing to reduce delays.
James Murray – Financial Secretary to the Treasury and Paymaster General – responded to say HMRC was implementing several measures to improve the situation for UK taxpayers. One of these concerns repayment claims but various other reforms are being introduced, he said.
He identified four areas where reforms were being undertaken, saying: “HMRC is increasing capacity in key teams, improving workforce flexibility, strengthening case progression and delivering wider transformation activity to improve the efficiency of its services.”
He informed James Naish, the Labour MP for Rushcliffe who posed the question, that there had been a number of improvements at the department. He said: “Since April 2025, HMRC has reduced the number of aged investigation cases (those over three years old) by 38% and introduced measures to strengthen oversight and ensure cases continue to progress in a timely manner. HMRC is also establishing a dedicated team so that it can resolve older repayment claims more quickly.”
He also noted that those using the service could monitor response times independently. He said: “HMRC monitors performance across its services, including correspondence handling and case progression. HMRC’s service standard is to respond to 80% of priority correspondence within 15 working days, and it regularly publishes performance information at: HMRC performance updates. Customers can use HMRC’s online ‘Where’s my reply?’ tool to check current response times and when they can expect a response.”
An update has been issued on HMRC changes (Image: Getty)
He concluded by explaining HMRC’s “Transformation Roadmap”. He said the roadmap “sets out how it will modernise by 2030 to improve customer service, close the tax gap and reform HMRC. To enhance its compliance work, HMRC is investing in new systems such as: the Secure Digital Exchange Communications (SDEC) programme, enabling secure digital communication and file exchange; and a Digital Disclosure Service to allow customers and intermediaries to correct mistakes and pay liabilities and penalties for all taxes and duties with the aim to go live in 2027-28.
“HMRC said this summer that the earlier rise in delays was due to an issue with child benefit payments and said current wait times are ten minutes, with customer satisfaction high.The tax office has faced a deluge of criticism in the past few years over its customer service. It was previously criticised after long phone line wait times that ran to as much as one hour close to the January tax deadline put taxpayers at risk of penalties for late payments.Further information on the transformation roadmap is available at: HMRC Transformation Roadmap: update 2026.”
HMRC earlier this summer said that the previous surge in delays was due to an issue with child benefit payments, adding that current waiting times stand at ten minutes, with customer satisfaction levels remaining high.
The tax authority has faced a torrent of criticism in recent years over the quality of its customer service. It previously came under fire after telephone waiting times stretched to nearly an hour around the January tax deadline, leaving taxpayers at risk of incurring penalties for late payments.
Further details on the transformation roadmap can be found at HMRC Transformation Roadmap: update 2026 webpage.
To contact HMRC over a case, go to their contact page.
