The Adjudicator's Office has criticised HMRC, saying "too many people" receive inadequate customer service from the tax authority.
According to a new report from the HMRC watchdog, it received 950 complaints about HMRC in 2022/23.
While the number of complaints was lower compared to the previous year, nearly half (47%) of complainants won their cases, up from 32% in 2021/22.
The majority of cases against HMRC related to poor complaints handling, with many customers "stuck in the system for long periods" without a "meaningful response".
According to adjudicator Helen McGarry, while HMRC's complaints performance has improved in some areas, there are "significant backlogs" in others as the service struggles to recover from the pandemic.
Joanne Walker from the Low Income Tax Reforms Group said the Adjudicator's report is further evidence that HMRC is "ill-equipped" to deal with ongoing pressures on its services. She continued:
"HMRC needs to invest in their telephone and post services while they get their online services to an acceptable standard that can meet taxpayer need.
"Otherwise, they are making it harder for taxpayers to comply with their responsibilities and making it difficult for their staff to be responsive to taxpayers."
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