Earlier this year, the Public Accounts Committee (PAC) released a report criticising HMRC for its poor customer service. With long wait times, frequent call drop-offs and frankly unclear communication, MPs pointed out the struggles many businesses and self-employed people face.

Unfortunately, HMRC has yet to fully address the concerns raised, leaving many freelancers and small businesses feeling frustrated and unsupported. 

The heart of HMRC’s customer service failure 

The real issue is HMRC’s ability (or lack thereof) to provide timely support. MPs reported that HMRC’s performance in key areas, such as telephone support and email response times, has been consistently below standard. 

The report highlights that call wait times had increased, and many individuals faced abrupt disconnections. A reported 40,000 calls were cut off in 2023/24, up from just 6,875 the previous year.

What’s the impact on businesses and the self-employed?

For freelancers, this isn’t just an inconvenience, but a serious barrier to productivity. Many are finding it increasingly difficult to get the clarity they need on everything from filing taxes to understanding the new MTD ITSA (Making Tax Digital Income Tax Self Assessment) rules. 

And while HMRC continues to push for a digital-first approach, it fails to consider that not everybody self-employed is tech-savvy. 

It’s now passed the point of pure frustration and has now begun having an impact on their businesses. Many are forced to work extra hours to resolve tax issues or risk making mistakes that could cost them financially. Without the support from HMRC, it leaves many self-employed individuals and businesses feeling isolated.

What can you do in the meantime?

So, what can the self-employed and business owners do when the system feels broken? While HMRC might not be prioritising customer service, Crunch is proud to step in and fill the gap.

Our accountants and client managers are used to working with clients who’ve experienced the frustration of dealing with HMRC. That’s why we aim to make tax and accounting as simple and supportive as possible. Because let’s be honest, you don’t need to add another headache to your already busy day.

How Crunch can help you focus on what matters

Whether you’re starting as self-employed and drowning in tax jargon, or a small business trying to make sense of a VAT return, we’re here to help. In 2024, we answered 94% of all calls in 15 seconds or less, which means you won’t have to worry about long wait times and getting cut off.

We provide unlimited access to tax experts and easy accounting software so that you can get the support you need when you need it. Interested in learning more? Book a call with me and we’ll cover exactly how Crunch can help.

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