HM Revenue and Customs - London

Lívia Carvalho

I have waited 1h, someone picked up the call opened my file and hang up. Called again, spent another 43 min waiting for someone to pick up my call. With the amount of tax I pay, I would expect a better service.

John Halstead

I rang, was on hold for 20+ min. Got through at 14:52, heard an agent clicking a mouse and then was disconnected by the agent. Requiring me to re dial and enter the queue again.

No one's ever going to enjoy tax but if the organisation offers this level of service, coupled with simply being unable to comprehend your own rules or processes, it's little wonder that it's the subject of national and international news pieces.

Abigail Neal

On the phone for 2 hours, the automated call was useless and hung up on me multiple times before actually getting through to customer service. Customer service never answered despite being on hold for 2 hours. How am I meant to dispute an issue when I’m not able to talk to a human being!

Omar Jobarteh

Put me on hold in total for 1h 30min. The first time in called they hung up and the second they put on hold till there office closed

Edit: Awnsered me eventually the lady was helpful but the wait time dreadful

Filip Galka

Absolutely disgraceful, after waiting 1 hour on the phone i get connected to someone after 3 minutes of talking and explaining my problem suddenly line drops and I get disconnected
I called back waited another 40min to get connected to someone and after 1 minute as I was speaking the line drops again.
How can this be a GOVERNMENT line and you get randomly disconnected? Totally disrespectful

Yasmin K

I just spent 3 hours on hold listening to a useless AI bot, then being transferred to 4 different departments where no agent knew how to help me and were just reading from a script. All this to be told there is no information they can give me at this time because none of my forms have been received on their end though I have official confirmation they were submitted. This was a genuinely horrendous experience and there is absolutely nothing anyone can do to help or protest. This country is embarrassing.

Sabilon Blob

Call was disconnected after 14 mins, automated voice said 'Thanks for calling, good bye'. Tried again, person did his best but had no clue. Can't trust promise that they'll send desperately needed document 'on 22nd Oct.', in 10 working days. Should've been done before June! Massive backlog!

Lucy Watson

Would give zero stars if I could!

Tried to register for VAT back in March having tipped the threshold, got declined 5 times saying they had no idea who I was/didn't exist even though they'd had 8k prior in tax. Then finally got registered for VAT number with 2 different registration dates because they'd declined me so many times. Took the first date and filed with a new accountant. Quarter 1 passes and paid at £7.2k in VAT with backdates. I then get a threatening letter saying I owe them another 6.2k which doesn't even add up to my income or expenditure with a VAT number I've never even seen or had any letters for. Call them to tell them they seem to have ended up issuing 2 VAT numbers and that I've already paid so will not accept threatening letters. Week passes get another letter with the same amount, now with my current VAT number on even though I've paid, plus fines and interest. Ring them up for them to tell me they can't fix other than send a note to an internal team as there is no one to call. My accountant has now filed for Q2 for me and I can't make payment on my online account because their errors and now taking me in a loop so can't even pay. I'll await another letter with more fines with from their balls up