HMRC Launches Reforms to Cut Tax Case Delays

The HM Revenue and Customs (HMRC) is implementing four key reforms to address a surge in customer service complaints and case delays. Data obtained via a Freedom of Information request by UHY Hacker Young revealed that complaints regarding errors and delays rose 66% to 12,670 during the 2024-25 financial year.

Financial Secretary to the Treasury James Murray announced that the agency is increasing team capacity, improving workforce flexibility, strengthening case progression, and establishing a dedicated team to resolve older repayment claims. These measures follow inquiries from MP James Naish regarding the time taken to settle cases. Since April 2025, HMRC has reduced the number of investigation cases over three years old by 38%.

As part of a Transformation Roadmap targeting modernization by 2030, the agency is investing in the Secure Digital Exchange Communications programme and a Digital Disclosure Service. The latter is expected to go live in 2027-28.