Accountants call for action over ‘diabolical’ HMRC service The Institute of Chartered Accountants of England and Wales (ICAEW) has warned that understaffing at HMRC is causing unacceptable delays. ICAEW chief executive Michael Izza has urged ministers to set up an emergency taskforce “to identify steps to eliminate HMRC's backlog and improve its service standards, so that in the future it supports, not inhibits, business growth and maximises the tax receipts needed to fund public services." HMRC has acknowledged there are problems, noting that “a significant attack from VAT registration fraudsters" last July has led to new security measures, adding that "some genuine customers were caught in the new processes." Public Accounts Committee data shows HMRC has reduced customer-facing staff from 25,500 to 19,500 over the past five years. Many motorsport businesses will know only too well that it is virtually impossible to contact HMRC or speak to anyone with any technical knowledge.