Reform UK has unveiled a proposal to provide taxpayers with a £30 credit on their tax bill if they experience hold times exceeding 30 minutes when calling HM Revenue and Customs, according to an announcement by party economy spokesman Robert Jenrick. The policy would be capped at two occasions per tax year to prevent misuse of the scheme.
Jenrick characterized HMRC’s current approach to customer service as unacceptable, citing a critical report from the Public Accounts Committee issued earlier this year that documented significant service failures. The committee’s findings indicated that approximately 44,000 customers were disconnected without warning after waiting on hold for more than an hour in 2024. Jenrick stated that Reform would also tie the compensation packages of senior HMRC officials to their achievement of customer service targets, creating financial incentives for performance improvements.
HMRC responded by asserting that its customer service capabilities have demonstrated substantial progress in recent years. The organization reported that average call waiting times have decreased to approximately 11 minutes and that roughly 80 percent of customer interactions now occur through digital channels, including mobile applications. HMRC indicated that telephone support remains available primarily for vulnerable individuals, those without digital access, and customers requiring assistance with complex matters. Customer satisfaction ratings were reported at approximately 80 percent.
During the same announcement, Jenrick outlined additional Reform proposals regarding data protection regulation. He indicated that if elected, Reform would replace the General Data Protection Regulation framework with a lighter-touch approach modeled on New Zealand’s privacy legislation. Jenrick argued that current GDPR requirements have hindered business innovation and growth. Labour responded by characterizing the proposal as a threat to personal data protections and dismissed the plans as impractical.
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