HM Revenue and Customs (HMRC) has apologised to taxpayers for long waits to deal with their complaints, in a similarly long-awaited response to a report highlighting the delays, which was published in October 2025.
In a statement today (26 March) HMRC said: "We are sorry that some customers are waiting too long to have their complaint resolved and recognise the importance of rebuilding trust where a customer has already had a poor experience". It added: "We are taking urgent action to improve complaints performance in 2026 whilst also addressing the underlying causes of complaints to deliver longer term sustainable improvements. Our oldest cases have reduced significantly, and we expect our performance to continue to improve." HMRC admitted service standards were not consistently met in the 2024...
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