Committee publication · Correspondence · 10 June 2025

Correspondence from the ACCA following oral evidence on our inquiry into the 'Work of HM Revenue and Customs', dated 5 June 2025

Summary

ACCA writes to the Treasury Committee following its oral evidence session on HMRC's work, expressing frustration that HMRC failed to communicate transparently or timely about taxpayer account breaches. ACCA states it had no prior discussion with HMRC on this issue despite regular engagement, and highlights persistent poor customer service levels affecting agents and taxpayers, evidenced by member surveys showing 67–89% report negative impacts on productivity and efficiency.

Key findings

HMRC did not communicate with ACCA about the breach of personal accounts until the Treasury Committee evidence session, despite HMRC's claim to have worked with agent and representative bodies on the issue
ACCA's member surveys reveal sustained negative impacts: 67% (Mar 2025) to 89% (Aug 2024) report HMRC service levels negatively impact productivity and efficiency
ACCA characterizes the failure to communicate timely on account breaches as representative of poor customer service standards that have not improved despite repeated concerns raised directly with HMRC
ACCA warns that lack of transparency and communication will further erode trust between agents, HMRC, and taxpayers
Only 1% of ACCA members (Mar 2025) report positive impact from HMRC service levels, down from 4% in Oct 2023

Tone

Critical

Topics

public-financetax-administrationdata-securitycustomer-service

Key actors

ACCA, Dame Meg Hillier DBE MP, Treasury Committee, HM Revenue and Customs (HMRC), First Permanent Secretary (HMRC), Glenn Collins

Notable line

“ACCA has not discussed the breach of personal accounts referenced with HMRC before your evidence session.”

Key Quotes

“We have highlighted to HMRC our frustration that HMRC has not been transparent or timely in its communication over this important issue.”
— Glenn Collins, ACCA · On HMRC's failure to communicate about taxpayer account breaches

“This disappointing failure to communicate in a timely manner is unfortunately representative of the poor levels of customer service received by agents and taxpayers.”
— Glenn Collins, ACCA · On broader HMRC service standards

“It is difficult to overstate levels of concern and frustration being experienced by a substantial proportion of our members in business in their contact with HMRC.”
— Glenn Collins, ACCA · On member sentiment

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Source · parliament.uk record ↗