HMRC report follow-up: Letters exchanged between PAC Chair and tax authority’s chief executive
22 January 2025
The Public Accounts Committee (PAC) today publishes an exchange of letters between PAC Chair Sir Geoffrey Clifton-Brown and Sir Jim Harra, HM Revenue & Customs’ (HMRC) Chief Executive and First Permanent Secretary.
- Read the letter from Sir Jim Harra, HMRC Chief Executive
- Read the response from Sir Geoffrey Clifton-Brown, PAC Chair
- Find out more about the inquiry, including oral and written evidence
The exchange proceeds from the PAC’s scrutiny of HMRC’s customer service performance. This highlighted Committee members’ concern that HMRC has sought to degrade its telephone service to drive taxpayers to digital channels.
It follows the publication of the PAC’s ‘HMRC Customer Service and Accounts 2023-24’ report, which found a continuing six-year decline in customer service levels for 2023-24, and urged the tax authority to take responsibility for how it has failed its customers.
Further information
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