The MP for Taunton and Wellington, Gideon Amos, has called for the introduction of a dedicated helpline for pensioners, following alarming new data revealing that more than 80 million calls to HM Revenue & Customs (HMRC) have gone unanswered in the last ten years.
Research by the House of Commons Library, commissioned by the Liberal Democrats’ Trade and Investment Spokesperson Joshua Reynolds MP, shows that one in five calls to HMRC went unanswered over the past decade, leaving countless taxpayers without vital assistance.
In the fiscal year 2024-25 alone, over six million calls—averaging more than 17,000 daily—were not answered by HMRC, exposing a critical gap in customer support.
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The Liberal Democrats warn that as the state pension approaches the Income Tax threshold—now just £22 away—thousands of pensioners may soon face paying tax for the first time. Yet, with HMRC’s customer service under severe strain, many retirees could struggle to access the guidance they urgently require.
To address this, the party is advocating for a dedicated pensioner hotline, offering a direct and reliable line of communication for older taxpayers, particularly those less comfortable navigating online systems.
The latest figures reveal that in 2024-25, the average waiting time to reach HMRC was 18 minutes and 38 seconds—the second longest in recent history. In some years, call pickup rates have dropped to as low as 72%, meaning nearly one in three callers fail to connect.
Mr. Amos stated: “HMRC expects taxpayers to fulfill their obligations not only on time but often in advance, yet it can’t even answer the phone when they need help. Why should they be treated any differently from other organizations that provide customer service?
“It is unacceptable that thousands in Taunton, Wellington, and across the UK cannot get through—whether pensioners newly brought into the tax system due to frozen personal allowances, or small businesses grappling with rising costs like higher business rates and employer National Insurance contributions.
“Both Conservative and Labour governments have neglected this failing for years. We have been waiting too long for effective action.
“It is time to urgently improve HMRC’s service. A dedicated pensioner hotline would ensure older taxpayers receive timely, straightforward assistance amid the worry and stress tax matters often cause.”