“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.