HMRC to close tax helpline, forcing customers struggling with tax returns to use online chatbot

19 March 2024, 14:56

HMRC has sparked outrage after announcing its self-assessment helpline will close for some of the year - forcing people struggling with their taxes to use a chatbot
HMRC has sparked outrage after announcing its self-assessment helpline will close for some of the year - forcing people struggling with their taxes to use a chatbot. Picture: Alamy

By Christian Oliver

HMRC has sparked outrage after announcing its self-assessment helpline will close for some of the year - forcing people struggling with their taxes to use a chatbot.

Listen to this article

Loading audio...

HM Revenue and Customs announced permanent changes to helpline services on Tuesday to encourage people to go online first to find help.

It said it had successfully trialled the scheme over the past year, which will now be rolled out as a permanent feature, beginning on April 8.

But the decision has sparked outrage from users of the helpline and politicians who have raised concerns about exchanging a helpline for HMRC's "digital assistant".

HMRC website, self assessment
HMRC website, self assessment. Picture: Alamy

Read More: HMRC slammed for 'brutal' post about darts star Luke Littler's '£83,000 tax bill'

Read More: Man, 39, who sent explicit picture to teenage girl is jailed over first cyber-flashing offence in England

Chair of the Treasury Select Committee, Harriett Baldwin, said the move to online services should not be "forced on taxpayers".

She said the revenue body has not yet demonstrated that the department or the public "are ready to make such a monumental change to how they resolve tax issues".

The select committee head said: "It is a great shame that HMRC have decided now is the time to essentially close down any avenues for people to contact them over the phone for huge parts of the year. I say once again, these are well-meaning people just trying to get their taxes right.

"We've heard time and time again that every effort is being made to direct people to resolve issues online.

"The committee welcomes efforts to make the tax system more efficient but HMRC has not yet demonstrated that the department or the public are ready to make such a monumental change to how they resolve tax issues. This should not be forced upon taxpayers until there is evidence that people know how to do their taxes on HMRC's incredibly complex website."

While the self-assessment helpline is closed, the tax office said customers would instead be directed to self-serve through its online services.

Between October and March, the helpline will be open to deal with priority calls and customers with queries "that can be quickly and easily resolved" online will be directed to HMRC's online services.

The VAT helpline will be open for five days every month ahead of the deadline for filing VAT return, while the PAYE helpline will no longer take calls from customers relating to refunds and customers will be directed to use HMRC's online services.

Screengrab of HMRC's digital assistant
Screengrab of HMRC's digital assistant. Picture: HMRC

Read More: Eton College pupil, 17, ‘dies after collapsing on pitch during field game just yards away from his father’

Read More: Armed police shoot dead XL bully after it mauled four people in rampage in London street

HMRC advisers will continue to always be available during normal office opening hours to support customers who cannot use online services or who have health or personal circumstances that mean they need extra support.

It added that all other helplines will continue to operate as they do currently.

The revenue body said the move to online self-service for self-assessment and VAT is a vital element of HMRC's modernisation of the tax system.

It said customers can access information more quickly and easily by going online or to the HMRC app.

Angela MacDonald, HMRC's second permanent secretary and deputy chief executive, said: "Online services have transformed our lives and often provide a better service for managing tax - they're quicker, easier and always available.

"Changing our services to encourage customers to self-serve online wherever possible will allow our helpline advisers to focus support where it is most needed - helping those with complex tax queries and those who are vulnerable and need extra support.

"We must maximise every pound of taxpayers' money. Embracing online self-service allows us to help more customers and improve our customer service levels without spending additional public money."

HMRC said a previous trial enabled it to help more customers and did not impact on self-assessment taxpayers' ability to file or pay on time - with a record 11.5 million filing their return by January 31 2024.

More Latest News

See more More Latest News

Breaking
Alexander Isak of Newcastle United celebrates scoring the second goal during the Carabao Cup Final match between Liverpool vs Newcastle United at Wembley Stadium, London.

Newcastle crowned Carabao Cup winners, taking home first major trophy in 70 years

Kanye West, left, and Kim Kardashian attend the WSJ. Magazine Innovator Awards on Nov. 6, 2019, in New York.

‘You’re going to have to kill me’ - Kanye leaks chilling texts with Kim after involving daughter in Diddy scandal

Pilot Mike Beaton was sacked for snorting cocaine off a passengers breasts in 2023.

British Airways pilot back in the skies after snorting drugs off woman's breasts before flight

Iran has denied backing Yemen's Houthis after the US launched airstrikes in the country's capital and Donald Trump promised to 'hold Iran accountable' for allegedly supporting the rebels.

Iran denies aiding Houthi rebels after US strikes Yemen and Trump threatens to hold Tehran 'fully accountable'

MP Rosie Duffield claimed she was 'single-handedly bullied' out of the Labour party by 'millionaire barrister' Sir Keir Starmer.

Former Labour MP claims she was 'bullied out of the party' by 'millionaire' Starmer amid 'anti-sleaze' row

Pope Francesco greets the faithful in St. Peter's Square.

Pope facing 'period of trial' as Pontif issues Sunday prayer from hospital

Former advisor to President Putin told LBC ‘Ukrainians will be thankful after we liberate them'.

Putin ally suggests Ukrainians should be 'thankful' nation is being 'bombed to bits'

A firefighter inspects a nightclub after a massive fire in the town of Kocani, North Macedonia, Sunday, March 16, 2025. (AP Photo/Boris Grdanoski)

Arrest warrants issued for four people as North Macedonia nightclub fire death toll rises to 59

Newcombe Road, Coventry.

One man dead and another left with 'potentially life-changing facial injuries' following Coventry double stabbing

Streeting suggests Labour discontent is ‘manufactured rebellion’ as he refuses to confirm disability benefits U-turn

Streeting suggests Labour discontent is ‘manufactured rebellion’ as he refuses to confirm disability benefits U-turn

Alice da Silva Aguiar was one of the three children killed.

Fundraiser for playground in memory of Southport victims Alice da Silva Aguiar and Bebe King reaches £250,000

Foreign Office staff enjoyed the Nassau Yacht Club in Barbados, in January 2023, spending £920.

Civil servants splurge on Barbados yacht club trip with taxpayer-backed credit card

Met Police sued after reinstating 999 call handler who mock Sarah Everard and called rape victim a ‘slut’

Met Police sued after reinstating 999 call handler who 'mocked Sarah Everard' and called rape victim a ‘slut’

At least 50 dead after fire rips through nightclub in North Macedonia

At least 50 dead after fire rips through nightclub in North Macedonia

FILE - Britain's Prince Harry leaves after attending an Invictus Games Foundation 10th Anniversary Service of Thanksgiving at St Paul's Cathedral in London, Wednesday, May 8, 2024.

Bombshell US court ruling orders Prince Harry's visa application files be made public by Tuesday

This image made from video by NASA shows astronauts waving after the SpaceX capsule docked with the International Space Station, Sunday, March 16, 2025. Top row from left: Nick Hague, Alexander Gorbunov, Suni Williams, Alexei Ovchinin.

Over the moon: SpaceX capsule docks with ISS as stranded NASA astronauts welcome replacement crew