HMRC u-turn just one day after announcing major changes that would affect millions of people

HM Revenue and Customs (HMRC) is making a u-turn on a major change that it only announced on Tuesday.

The government department previously said it would introduce a series of changes to its helpline service to encourage customers to go through online avenues first. Some of these changes included closing down the self-assessment helpline for a period of time.

However, HMRC has confirmed it will not pause the implementation of the proposed changes in response to feedback. It added that it would discuss the issue with its stakeholders to ensure taxpayer needs are properly met.

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HMRC Chief Executive Jim Harra said: "Making best use of online services allows HMRC to help more taxpayers and get the most out of every pound of taxpayers’ money by boosting productivity. Our helpline and webchat advisers will always be there for those taxpayers who need support because they are vulnerable, digitally excluded or have complex affairs.

"However the pace of this change needs to match the public appetite for managing their tax affairs online. We’ve listened to the feedback and we’re halting the helpline changes as we recognise more needs to be done to ensure all taxpayers’ needs are met, whilst also encouraging them to transition to online services."

Despite this, HMRC said it would continue to encourage customers to self-serve wherever possible by going online or through the HMRC app. The government department also offers guidance for users through recorded webinars, YouTube videos and Digital assistance which it claims can answer the majority of customer queries.