HMRC trials answer by text system to cut call queues
As the self-assessment deadline looms, the tax authority will answer callers’ simple questions by text. …
Richard West, director of personal tax operations at HMRC, said: “Redirecting these sorts of queries to online services should help customers find the answer more quickly. It also means calls from customers during the current self-assessment peak, whose questions cannot easily be answered online and require help from an adviser, get the appropriate support they need.
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