Nigel Holland
Nigel Holland

“Universal Credit callers experience significantly shorter wait times compared to taxpayers contacting HMRC, raising concerns over HMRC’s efficiency.”

Quotation by Nigel Holland.

  • Universal Credit helpline responds 15 times faster than HMRC.
  • HMRC faces criticism for long wait times and missed calls.
  • HMRC’s customer service standards decline compared to the 1990s.
  • Universal Credit helpline receives around half the calls HMRC does.
  • HMRC encourages online services amid criticisms of call response times.