Reform UK has proposed a £30 tax rebate for taxpayers who spend more than half an hour on hold trying to contact HM Revenue and Customs (HMRC). The party has pledged to introduce this measure if it wins the next general election.
Under the proposed plan, individuals would be eligible to receive up to two rebates each tax year if they have waited at least 30 minutes to reach an HMRC representative.
Robert Jenrick, Reform UK’s Treasury spokesman, criticised current phone hold times, stating: “The British people have lost countless hours of their lives stuck on the phone to HMRC. Under Reform, that ends. If HMRC delay you, they can repay you. We will restore basic fairness to the taxpayer.”
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He further highlighted the burden on small businesses, noting that they spend 242 million hours and £25 billion annually on tax administration. Mr Jenrick added that HMRC often struggles to handle call volumes, with delays of over a month in responding to letters and up to two years to process some refunds.
In response to concerns about potential unintended consequences of imposing new rules, Mr Jenrick emphasised that Reform UK simply expects HMRC to perform its core duties effectively: answering calls, responding to emails, and treating taxpayers with courtesy and respect. He added that HMRC executives earning substantial salaries must be held accountable.
An HMRC spokesperson responded by highlighting recent improvements in customer service, stating that average call wait times have decreased to around 11 minutes and overall customer satisfaction stands at approximately 80 per cent. The spokesperson also noted the increasing adoption of digital services, including the HMRC mobile app, by millions of users.