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<p>HM Revenue & Customs (HMRC) recognise that their customer service has not been
good enough, and have taken major steps to improve, including recruiting 3,000 new
staff into customer service roles, available outside normal office hours when many
of their customers choose to call them. The process of recruiting and training the
new staff is now complete. These improvements have started to make a difference. This
month, HMRC have answered more than 80 per cent of calls, and average queue times
are now around 10 minutes.</p><br /><p>HMRC also recognise that some customers have
been waiting too long for a response to their complaint. HMRC have recovery plans
in place and their performance is improving week on week.</p>
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