HMRC still has a long way to go on customer service, says CIOT

17 Jul 2026

HMRC's performance data for 2025/26 shows it has made progress on customer service but still has a way to go, according to the Chartered Institute of Taxation (CIOT).

The data shows a mixed picture with progress on compliance activity, digital adoption and HMRC's telephone service.

However, challenges remain around debt levels, correspondence handling and customer satisfaction.

The CIOT welcomed the news that HMRC has met their target of 85% of attempts to get through to an HMRC helpline adviser succeeding. This is the first time it has met their target in this area.

The CIOT also noted that HMRC has missed its other four customer experience targets.

Charlotte Barbour, Chair of the CIOT's Technical Policy and Oversight Committee, said: 'HMRC has some notable achievements in 2025/26 including record compliance yield, improved telephone performance and increased usage of digital channels. However, service levels are still below where they should be, customer satisfaction remains below target and HMRC continue to struggle with a persistently high level of tax debt.

'Use of HMRC's digital channels continues to tick up but it will need an acceleration if HMRC are to hit their target of 90% of customer interactions online by 2030. It's good news that HMRC are answering their phone lines more quickly than a year ago, but it is still taking twice as long as it did in the 2010s.'