According to statistics from Citizens Advice, HMRC has received more than 11,500 messages on Twitter in the last year.
HMRC's official figures show an average waiting time when trying to contact them by phone of 10 minutes - this they use as a headline statistic. In our experience and from what client's tell us it is more like 30 to 40 minutes so we have no idea how they calculate their 10 minute average!
In January at a Public Accounts Committee hearing, the Chief Executive of HMRC admitted that 34.5% of all calls to HMRC do not get answered - this is not a statistic they choose to use as a headline.
Our advice - if you need to contact HMRC to discuss anything, find out when the department you are contacting opens (usually 8am) and call them as close to this as possible, it is by far the quietest time and you have the best chance of getting straight through.