Long waits for MTD VAT helpline advice slammed by MPs

MPs have criticised HMRC for the long wait times experienced by taxpayers looking to get through to Making Tax Digital for VAT (MTD for VAT) helplines.

Many taxpayers have reported that they have been kept waiting on the phone for long periods of time when seeking help in regard to MTD for VAT. Others stated that they have been cut off by HMRC when attempting to call the helpline.

HMRC Chief Executive Sir Jon Thompson responded by saying that HMRC is “refining its support offer in response to feedback from customers and agents”. HMRC also stated that it is “working hard” to bring waiting times down and improve performance.

Sir Jon said: “MTD represents a significant change for some businesses and their agents. We are committed to delivering these changes in a way that works for all. Our support model is designed to guide customers to the most appropriate help for their particular needs; whether through HMRC, a software developer or their agent. Our HMRC offer ranges from basic support, such as signposting, to online guidance for digital services, webinars and videos, through to more intensive one-to-one support.”


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