‘Unclear’ information on HMRC website pushes taxpayers onto ‘hard to navigate’ phonelines, while one in three taxpayers still only communicate by letter.

There is still widespread ‘frustration and uncertainty’ experienced by taxpayers when dealing with HMRC, with complaints about the complexity of online guidance and issues when calling phone lines, saying some problems appeared to be resolved on the phones only to resurface later, requiring more calls.

The annual independent HMRC perceptions survey of nearly 3,000 taxpayers found that only 46% of respondents only use online services, while a staggering 33% only communicate with HMRC by letter.

Phone systems were still one of the biggest problems for taxpayers generally.

Respondents still find ‘HMRC’s telephone system hard to navigate’. It was made worse by the long list of options, with the report stating: ‘Automated menus often did not offer appropriate options, making it difficult to reach the right service or speak to an advisor. This caused frustration and uncertainty.’

Taxpayers were asked for their opinions, with one stating: ‘The problem is you have to press one for this, two for this, and three if you had eggs for breakfast, but you never get the option that you need…I was only about 3 or 4 hours [in total] on the phone waiting for someone.’

Another taxpayer stressed the importance of phones, saying: ‘Being able to speak to someone and get the answers that you need. I think that’s the key point for me when it comes to tax because it is so personal, like just being able to talk to someone about your circumstances.’

The HMRC website and online services like digital tax accounts and the app were used by 46% of taxpayers, while 12% used both online and phone calls. Only 4% used only telephone only to interact with HMRC.

The high use of letters still indicates some way to go for HMRC to achieve its digital by default goal for all tax services.

The survey showed 46% gave a positive rating of the quality of the phonelines and call centre service, meaning over half 54% gave a negative, but full details on the survey results were not published by HMRC this year.

Respondents were asked why they had contacted HMRC by phone, with 33% calling for tax payments or refunds, 21% to amend details, and 20% for ‘specific tax, benefit, or allowance queries’.

As to why they had used the phonelines, 43% wanted ‘reassurance’ from speaking to a HMRC adviser, while 33% said it was their preference.

There are also still issues with the accessibliy of HMRC’s online guidance which the House of Lords committee recently described as being ‘too woolly’.

This problem is seemingly still haunting HMRC, as taxpayers stated they used the phonelines as ‘information being unclear online’ for 26%, with 20% ‘being unable’ to complete their task online, and 15% called as they said information was unavailable online.

The survey of 2,755 taxpayers conducted by Verian Group last autumn indicated that 65% did not find it easy with to deal with HMRC as only 35% said it was easy to deal with them.

The HMRC commissioned research was conducted from September to November 2025 across 2,755 individuals aged 16 or over, regardless of their tax affairs.

Individuals customer experience and perceptions survey 2025