HMRC call times target criticised

Around 16 million individuals and businesses calling the taxman for help face hanging on the line for more than five minutes, officials have admitted.

HM Revenue and Customs (HMRC) was attacked for its "low ambitions" after revealing it expects about 20% of the 80 million calls to their hotlines - many of which are 0845 numbers - will take longer than five minutes to answer.
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