Some taxpayers will notice a difference when attempting to contact HMRC from today
Reports from the BBC state that HMRC will now answer routing calls via text, instead of using a human call handler. It is understood that a trial is being run to improve its customer service, which has been occasionally criticised by MPs.
Reportedly, HMRC said that requests that would be handled by text include finding a Unique Tracking Taxpayer Reference number, registering for HMRC's online service, and resetting a lost or forgotten password or user ID. It is believed that when a caller attempts to contact HMRC, they will be given the choice of receiving an online link or speaking to a member of staff if they need help filling their tax returns.
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