HMRC reversed its decision to close helpline due to public outcry, resulting in lower answered calls.

HMRC reversed its decision to close the helpline between April and September, following strong public and political outcry. The decision not to proceed with the changes resulted in a lower proportion of calls being answered compared to what would have been the case if the planned helpline closure had gone ahead. HMRC is continuing to invest in digital services and encourage customers to use them as their first port of call.