Alison Thewliss
Main Page: Alison Thewliss (Scottish National Party - Glasgow Central)Department Debates - View all Alison Thewliss's debates with the HM Treasury
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Alison Thewliss Excerpts(9 months ago)
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Nigel Huddleston
I thank the right hon. Gentleman for raising that point, and I am happy to raise it with HMRC.
Alison Thewliss (Glasgow Central) (SNP)
I am regularly contacted by constituents who have had poor services from HMRC, as I am sure many of my colleagues are. These people are pretty certain that they would still be waiting had they not got their MP involved. My constituent Mr McCall retired to care for his terminally ill wife in 2021, but has since been chased repeatedly by HMRC to provide a tax return for 2022-23. He does not use email and has described the diabolical experience he has had with the phone line; he waited 50 minutes for an automated voice, and the line then went dead. Does the Minister accept that that service level is not acceptable at all, and things must improve? Would he like to take the opportunity to apologise to Mr McCall for the distress that HMRC has caused him?
Nigel Huddleston
Yes, I am sorry to hear about those circumstances for the hon. Lady’s constituent. As I said, I have to be careful given the need to keep at arm’s length in individual cases, but she also raises a broader policy point. A lot of training and work goes on. I repeat that some 60,000 people work for HMRC, many of whom are dedicated, hard-working and well-trained individuals, and they often do a thankless job, but she makes a valid point, and I will happy raise that issue. I spoke incorrectly a few moments ago, so may I take the opportunity to correct what I said, Mr Speaker? HMRC staff are required to work in the office 60% of the time, not 40% of the time.