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HMRC Invites Taxpayers to Tweet


As we approach the deadline for the submittal of self-assessment tax returns, HMRC have turned to social media in the hope that it will alleviate the inevitable pressure placed on their call centres, and possibly placate those customers that have reluctantly grown accustomed to lengthy waiting times to speak to a HMRC representative. In a conscious effort to improve worsening customer service levels, HMRC have now unveiled Twitter as an additional channel for taxpayers to communicate their enquiries to them. The pilot scheme, introduced this month, encourages taxpayers to jot their general tax enquiries into a tweet as opposed to calling the help line and the intended result is that the volume of calls will decrease, resulting in a corresponding reduction in the waiting times for those that have more complex enquiries that require further commentary than Twitter’s 140 character limit would allow.

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