HMRC's quality of service has been notoriously abysmal for years, and no-one seems able or willing to put it right. To be fair to them though, it's by no means all their fault...
Britain has one of the most over-complicated tax systems in the world; leading to so many people having so much difficulty simply trying to do the right thing.
Successive governments of both parties have cut, cut and cut again all the Civil and Local Government services, to suit flawed politico-economic theories based on cost not value. Meaning fewer people faced with increasing burdens, imposed by politicians who are not personally or professionally affected by their decisions; and who have little respect for the civil-service. I doubt half of them even understand it*.
Like so many big State and commercial organisations now, HMRC has become besotted with web-sites, desperately under-staffed call-centres and hiding behind the increasingly dangerous Internet; believing if everything is "digital" it will all be wonderful. Well, it is "wonderful"... but by the adjective's true meaning.
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*I was one, for several years, until sold off by Tony Blair's "New Labour" shower. And no, I was not paid a fortune, did not fill in arcane forms in an oak-panelled Whitehall or even Newcastle office, did not wear a Savile Row suit and bowler-hat. I did not even retire on a "gold-plated pension" - whatever those were.
