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Responding to a letter from the HMRC advocating the closure, the chair of the influential Finance Committee Harriett Baldwin today slammed HMRC for a “failure to lead” after the HMRC revealed it failed to consult third parties about the impact of the helpline. the shutdown will affect millions of taxpayers who use the service.
She said: “I am disappointed at the lack of detail and transparency shown by HMRC management in response to my questions about the summer closure of an important helpline for taxpayers. It is obviously not clear what impact this decision will have on taxpayers. That’s just not good enough.
“These decisions should not be taken in haste and without consultation, and as a committee we will closely monitor developments in this area.”
Angela MacDonald, deputy chief executive of the tax office, told the committee its analysis showed the vast majority of taxpayers filed their self-assessment online. She said demand for help with tax bills was generally lower during the summer months, adding that it was right to pilot a seasonal helpline model.
In a written response to the committee, she said: “Our analysis shows that we should be able to handle the vast majority of self-assessment inquiries over the summer via our digital service, supported by an online chat advice service. We will evaluate how our customers respond to this digital shift and use this experience to improve self-assessment and other services in the future.”
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