Frustration grows for UK taxpayers trying to reach HMRC on their VAT Helpline

Over the past year, we’ve seen a significant increase in businesses reaching out to us for support with UK VAT matters. Not only because there have been drastic changes with Brexit, but also because getting help from HMRC’s VAT Helpline has become increasingly difficult.

Businesses consistently report the same issues:

• Extended call wait times – in some cases over an hour;
• Being transferred between multiple departments without a clear resolution;
• Scripted or vague responses that don’t address their specific concerns; or
• Inconsistent advice, depending on who they speak to.
• An overall lack of knowledge – in one worrying case, a HMRC helpdesk individual was not even aware that you would need an XI VAT number for Northern Ireland transactions with EU member states.
  

The above is no longer just anecdotal. In early 2025, a Public Accounts Committee report revealed that HMRC answered just 66% of customer calls, with tens of thousands of callers cut off after waiting more than 70 minutes. The Guardian aptly described it as HMRC “deliberately degrading” phone services to steer people toward online channels—even when their queries require more expert guidance.

What does this mean for businesses?
It means that when time-sensitive VAT questions arise, whether it’s about digital services, domestic reverse charges, or Northern Ireland transactions, waiting on hold for an hour (only to be told to “check the website”) is simply not an option.

If you need fast, accurate support for your VAT obligations, or would like assistance in dealing with HMRC, our expert consultants would be happy to help you. Reach out to our team HERE.