Paying tax can be quite intimidating, as a fear of getting it wrong and suffering the penalties is a concern for many taxpayers.
Contacting HMRC for reassurance is common, but new data reveals that this may not always go to plan.
As taxpayers reflect on “traumatic” interactions with HMRC, it may be that getting ongoing support from an accountant is a better option.
The Individuals Customer Experience and Perceptions Survey 2025 has been released and the findings contained within show the extent to which HMRC is able to support taxpayers.
While perceptions are generally improving, there are notable differences in the level of quality of support received depending on the means of communication.
59 per cent of taxpayers who interacted with HMRC through purely online channels found the experience positive compared to just 44 per cent who used both the telephone and online channels.
Many who had turned to using the phone did so due to a lack of clarity on what they needed to do and a desire for reassurance that what they had done was correct.
As these taxpayers were evidently trying to fulfil their obligations, it is disappointing that they viewed the experience in a negative light, with some noting that it could result in spending “three or four hours on the phone waiting for someone.”
The fact that only 28 per cent of taxpayers call HMRC efficient likely stems from these experiences.
Speaking directly to HMRC will be the best option in some cases, but there are times when such communication may not be necessary.
Rather than looking into tax whenever it is time to make a filing, many taxpayers would benefit from an ongoing engagement with their financial position.
By working with an accountant, it is possible to understand how and when tax obligations arise and gain greater control over tax exposure.
This means that there will be opportunities to be more tax efficient, resulting in a lower tax bill that will still be fully compliant with HMRC’s guidelines.
As news of a growing tax gap has come alongside the revelation that only 44 per cent of taxpayers see HMRC as approachable indicates that a different relationship with tax is required.
Our team are able to work with individuals and businesses to ensure that there is greater clarity around what needs to be paid and when.
Tax should not be feared and put off until the last minute to tackle, but should be part of an ongoing engagement with your financial position.
We will discuss your specific needs and goals to help make efficient tax planning a part of your overall approach to accounting and finance.
This will let you be reassured that you are handling everything correctly without needing to endure lengthy conversations with HMRC.
Should there be a need to contact HMRC, we will advise you on how to get the information you need.
If you want to be more confident in your tax filings, speak to our team today.
