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Robert Jenrick, speaking for Reform UK, has unveiled a proposal to offer a £30 reduction on tax bills for individuals left waiting on hold by HM Revenue and Customs (HMRC) for over 30 minutes. This initiative aims to improve customer service by holding HMRC accountable for their treatment of taxpayers, which Jenrick described as “offensive to working people.” Additionally, he stated that Reform UK would link the pay of senior officials within HMRC directly to their success in meeting customer service targets.
To avoid potential misuse, this tax credit for extended phone wait times would only apply twice in a single tax year, according to Jenrick. He brought attention to a report from the Public Accounts Committee in January 2025, which criticized HMRC for attempting to degrade its telephone service in order to push users toward digital channels. The committee documented that nearly 44,000 callers were disconnected after waiting on hold for more than an hour during 2024, a practice that was deemed detrimental to public trust in the tax system.
HMRC responded by highlighting significant improvements in their customer service over the past two years. The department emphasized that average call wait times have dropped to approximately 11 minutes, with 80% of customer interactions now occurring through online platforms or their mobile app. HMRC noted that telephone support is primarily reserved for those needing assistance with complex issues or individuals who are digitally excluded.
In addition to the customer service proposal, Jenrick pledged to replace the UK’s existing privacy regulations, which are based on the General Data Protection Regulation (GDPR), with a more lenient data protection framework inspired by New Zealand’s legislation. Reform UK argues that current rules have hindered innovation in technology firms and small businesses. However, Labour has criticized this plan, warning that it would eliminate essential protections for personal data, labeling the scheme as both impractical and irresponsible. A request for comment has been made to HMRC regarding Jenrick’s announcement
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