As many as four million phone calls to HMRC go unanswered every year, leaving taxpayers and businesses “in the dark” as they attempt to navigate the UK’s increasingly complex tax system.
The figure emerged during a hearing of the Commons Business Committee last week, where MPs questioned officials about the tax authority’s ability to collect the £46.8 billion in tax owed but not yet recovered.
Labour MP Liam Byrne pressed HMRC executives on customer service levels, asking how many calls from the public were going unanswered. In response, Jonathan Athow, HMRC’s Director General of Customer Strategy and Tax Design, admitted that with the department funded to respond to only 85 per cent of calls, the number left unanswered could reach “three, maybe three or four million calls potentially.”
The revelation has prompted sharp criticism from the tax industry, which warns that inadequate support risks undermining compliance and the government’s own revenue targets.
Seb Maley, CEO of tax insurance provider Qdos, said the situation was leaving millions of people struggling to get clarity on their obligations.
“Millions of taxpayers and businesses are being left in the dark by HMRC, which is shooting itself in the foot by failing to answer between three and four million phone calls every year,” Maley said.
“Behind each missed call is a person trying to do the right thing – whether it’s paying tax or seeking guidance to ensure compliance. The complexity of the UK’s tax system makes clear, reliable advice indispensable. Without effective communication channels, many taxpayers are left to navigate unclear rules on their own. This can easily lead to mistakes and ultimately, non-compliance.”
While HMRC has pledged to improve service levels in the wake of mounting criticism, industry figures stress that progress must be rapid if the government is to stand any chance of closing the tax gap.
“Every unanswered call is a missed opportunity to help people meet their tax obligations fairly and efficiently,” Maley added.
The warning follows a difficult period for HMRC, which has faced growing pressure over long delays, reduced staffing levels, and failed attempts to push taxpayers toward digital-only services. MPs and professional bodies have repeatedly called for urgent action to restore confidence in its frontline support.
With billions at stake, experts argue that improving taxpayer engagement is no longer just a customer service issue — it is a matter of fiscal necessity.
