HMRC’s Gender Policy Sparks Backlash Amid Customer Service Failings

Nigel Holland. “Hundreds of civil servants at HMRC are being allowed to dedicate 20% of their working week—equivalent to one day—to promoting LGBT+ initiatives while retaining full pay. This policy, part of the Prism LGBT+ Network, has drawn criticism from...

HMRC Call Response: A Tale of Two Helplines

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...

Alarming treatment by HMRC

Nigel Holland The treatment of taxpayers by HM Revenue and Customs (HMRC) is undeniably alarming and concerning. The shift of Whitehall business towards digital platforms, known as “digital by default,” has been steadily progressing, leaving many...