I’ve had to speak to HMRC quite a lot in the past couple years regarding VAT and PAYE issues and I almost always get through to a knowledgable and helpful person.

The waiting time on hold seems to have gone up since covid though. The last few times I’ve called the wait has been between 30 minutes and an hour when before covid the wait was normally less than five minutes.

I did once speak to someone that was quite hostile and unhelpful but after I finished the call I immediately called back and the person who picked up the phone was much more helpful.

However whenever I’ve had to call for personal matters it’s been a bit more hit and miss.

Last time I had to contact HMRC involved a 5 hour wait in the call queue. However, the person who eventually answered was extremely helpful and understanding. Even gave a personal email address in case I needed to follow up.

The last time I needed to contact them I wrote a letter. I got a reply about a year later but the issue was resolved.