Reform UK promise taxpayers £30 cashback if they are left on hold for more than half an hour by HMRC
Reform UK has proposed giving taxpayers a £30 tax credit if they are left waiting more than 30 minutes to speak to an HMRC adviser by phone. Treasury spokesman Robert Jenrick unveiled the "delay, repay" scheme, arguing it would pressure HMRC into improving customer service and accused the tax authority of deliberately letting phone services deteriorate to push people online. He also said the pay of senior HMRC officials would be tied to service performance under a Reform government, with bosses facing dismissal if waiting times fail to improve.
The credit would be capped at two claims per taxpayer per tax year and estimated to cost £70 million annually, which Reform believes is affordable given expected improvements in waiting times. HMRC figures show 85.1% of calls seeking an adviser were answered in 2025/26, the first year it met its 85% target, with average wait times of 11 minutes 35 seconds between April and June, down from over 13 minutes a year earlier. Jenrick also announced other policies at the same press conference, including scrapping GDPR for a lighter-touch New Zealand-style data regime, widening small business investment tax relief, reversing Labour's employer National Insurance rise and inheritance tax changes on farms, and introducing a tax-free "hard work bonus" on overtime.
- Reform UK pledges £30 credit for HMRC calls unanswered after 30 minutes
- Scheme would cost an estimated £70 million a year, capped at two claims annually
- Jenrick also unveiled plans to scrap GDPR and reverse Labour tax changes
New here? Start with this
HM Revenue and Customs (HMRC) is the government department that collects taxes and helps people deal with tax matters. Many people contact it by phone to ask questions or resolve problems, while the department also provides services online.
Reform UK is a political party, and Robert Jenrick is its Treasury spokesman. The party’s proposal links compensation for long phone waits to pressure on HMRC to improve its service, including tying senior officials’ pay to performance. The debate matters because it concerns how accessible a public service should be, how it is managed and who would meet the cost of changes.
Both sides, in good faith
The strongest fair case each way — we don't pick a winner.
The case for
HMRC customer service remains problematic—despite improvements, 15% of calls are still unanswered and average waits exceed 11 minutes. Creating meaningful financial and career consequences for senior officials when waiting times exceed thresholds would establish the kind of accountability that has been lacking, incentivising genuine improvement rather than incremental progress. The £70 million annual cost represents a reasonable investment if it actually motivates the service transformation that taxpayers deserve.
The case against
Recent data shows HMRC is already improving significantly, meeting its 85% target for the first time and reducing wait times—suggesting current approaches are working without expensive intervention. The £30 cashback scheme would divert £70 million annually from direct investment in hiring and infrastructure, which are the real solutions to service quality. Moreover, performance-based pay for senior officials risks creating perverse incentives, such as rushing customers or gaming metrics, rather than ensuring genuine resolution of their problems.