Fury over secretive fast-track HMRC phone line for ‘VIPs’ that deals with tax queries eight times quicker_Nhy
Senior civil servants, ministers and other high-earning public officials are having their tax queries dealt with eight times quicker than the general public through a secretive helpline.
While on average people wait 18 minutes to speak to HM Revenue and Customs (HMRC), VIPs are getting through in less than three minutes, it has been reported.
This is due to a secretive helpline, known as Public Department 1 (PD1), that prioritises high earning public officials, MPs and the royal family.
It comes as the number of complaints about HMRC’s telephone services has soared to a record high.
In the most recent tax year 8,037 complaints were logged, compared to just 1,244 in 2018-19.
Deputy leader of the Liberal Democrats, Daisy Cooper, slammed the ‘disparity in the service’ at HMRC.
She told The Times: ‘Small businesses and people just wanting to do the right thing and pay their taxes should not be subjected to anxiety-inducing waits.’
Ms Cooper called on Labour to fund HMRC properly so it could improve its customer service, rather than hitting businesses with increased national insurance payments.
Senior civil servants and other high-earning public officials are having their tax queries dealt with eight times quicker than the general public through a secretive helpline (stock photo)
Deputy leader of the Liberal Democrats, Daisy Cooper, slammed the ‘disparity in the service’ at HMRC
Figures show that in the second half of last year the average waiting time on the PD1 line was just two minutes and 21 seconds.
Normal taxpayers on the other hand were left on hold for an average 18 minutes and 49 seconds.
According to The Times’s report, the PD1 line exists as a dedicated line for those who have their details stored separately for security reasons.
VIPs are also not able to use the webchat function online, which HMRC has been encouraged more and more customers to use.
HMRC defended the existence of the fast-track helpline, explaining it was necessary for those that ‘needed a greater level of protection.’
It said there are seven people people answering this line as there is only a ‘very small’ number of staff who can access VIPs’ tax records.
It said: ‘These taxpayers have reduced options to use HMRC’s digital services and main helplines to handle their affairs because of restricted access to their records.
‘This leads to an increased need to contact HMRC to resolve their tax enquiries and for a separate helpline serviced by a very small team in PD1.’
MailOnline has contacted HMRC for further comment.
HMRC defended the existence of the fast-track helpline, explaining it was necessary for those that ‘needed a greater level of protection’
While on average people wait 18 minutes to speak to HM Revenue and Customs, VIPs are getting through in less than three minutes, it has been reported (pictured: HMRC building)
It comes as MailOnline reported last month that one million Brits who missed the self-assessment tax return deadline are now facing a £100 fine from HMRC.
Some 11.5million taxpayers filed returns for the 2023/24 tax year before the deadline – including 10.9million expected returns plus voluntary returns and late registrations.
But with 12million returns anticipated by HMRC, an estimated 1.1million people missed the deadline and now face a fine.
Data also revealed some 11.2million of the returns or 97 per cent were filed online, while 300,000 or 3 per cent were filed by paper.
The initial penalty applies even if there is no tax to pay, and rises after three months with additional daily penalties of £10 per day, up to a maximum of £900.
After six months, a further penalty of 5 per cent of the tax due or £300, whichever is greater, is applied. And after 12 months, another 5 per cent or £300 is applied.
HMRC said there are extra penalties for paying late of 5 per cent of the tax unpaid at 30 days, six months and 12 months.
If tax remains unpaid after the deadline, interest will also be charged on the amount owed – in addition to these penalties.
