UK VIPs Access HMRC Tax Advice in Minutes, Public Waits 25+

An exclusive HMRC helpline, known as Public Department 1 (PD1), provides fast-tracked tax advice for ministers, senior civil servants, and members of the Royal Family, enabling them to have their queries answered in under three minutes on average. In stark contrast, the general public faces record-long wait times, with an average of over 25 minutes reported in June 2024, and many cut off after long holds. Reports from the Public Accounts Committee highlighted that only 66% of calls to HMRC's general helpline were successfully answered, raising concerns about service disparities. Critics, including Liberal Democrat deputy leader Daisy Cooper, have condemned the two-tier system, emphasizing that everyday taxpayers should not experience anxiety-inducing waits for tax assistance. Calls for better funding and resources for HMRC have emerged, with critics arguing that the department has been severely underfunded. HMRC defended the PD1 line, stating it is designed for individuals requiring additional protection due to their roles.