HM Revenue and Customs (HMRC) has been forced to issue an apology after a technical glitch left taxpayers stranded on its helplines, with the crucial self-assessment deadline just weeks away.
Helpline Blackout During Critical Period
The revenue body confirmed its phone lines were temporarily shut down at 11.40am on Thursday due to a brief technical issue. All services were restored by 2.15pm, but the outage lasted for around two and a half hours during a peak period for enquiries. An HMRC spokesperson stated: "We've now reopened our helplines – including for self-assessment. We thank people for their patience and are sorry for the inconvenience."
With the January 31 deadline for submitting self-assessment tax returns looming, the timing of the fault is particularly problematic. HMRC urged the public to utilise its digital services where feasible to manage their returns and avoid further system pressure.
Millions Risk Penalties as Deadline Looms
The disruption comes at a critical juncture for millions of taxpayers. Figures released by HMRC on January 5 revealed that while over 6.36 million people had already filed their returns, nearly 5.65 million were yet to complete the process.
Those who fail to meet the deadline face an initial late filing penalty of £100, with the potential for additional daily charges to follow. Jenny Ross, the Money editor at consumer group Which?, expressed serious concern: "With the self-assessment tax deadline rapidly approaching, it's hugely concerning to see that HMRC's phone lines have gone down. This will be hugely frustrating to those needing help with their tax returns, and particularly disruptive to those unable to use digital services."
What Taxpayers Need to Do Now
For individuals who know they will be unable to submit their return by January 31, HMRC has previously advised contacting them before the deadline to explain. The department has assured that it will treat those with reasonable excuses fairly.
The key advice for the final fortnight remains to use HMRC's online portal where possible and to file as soon as practicable to avoid the £100 penalty and potential further complications.
