Reform UK has announced a proposal to offer taxpayers a £30 cashback incentive if they are kept on hold for more than 30 minutes by His Majesty's Revenue and Customs (HMRC). Robert Jenrick, the party's Treasury spokesman, stated that a Reform government would implement this policy as a means to significantly improve customer service at the tax authority.
Under the proposed 'delay, repay' scheme, individuals would receive a £30 tax credit off their bill if they exceed the 30-minute wait time for an HMRC call. This initiative aims to provide a substantial incentive for HMRC to enhance its service levels. Additionally, Reform UK plans to tie the remuneration of senior HMRC officials to the tax authority's performance in customer service. The party has also indicated that HMRC bosses could face dismissal if they fail to demonstrate progress in reducing customer waiting times.
The proposal comes in the wake of a report by the House of Commons' Public Accounts Committee, which last year highlighted that HMRC's service to taxpayers had deteriorated. Concerns were raised that HMRC might be intentionally degrading its phone services to compel individuals to use online channels.
Reform UK estimates the cost of this cashback scheme at £70 million annually. The party is confident that if elected, it can reduce waiting times. To mitigate potential misuse, the tax credit would be capped at two instances per tax year and would be issued as a non-refundable tax credit exclusively for taxpayers. Research from the Federation of Small Businesses indicates that small business owners spend an average of 44 hours and £4,500 annually on tax compliance.
Recent figures from HMRC show that in 2025/26, 85.1% of callers seeking to speak with an adviser had their calls answered, marking the first time HMRC met its 85% target. Between April and June of the current year, the average wait time for a call was 11 minutes and 35 seconds, a decrease from over 13 minutes in the same period of 2025. HMRC reported that in 2025/26, approximately 78% of customer interactions were digital, an increase from 65% five years prior.
Jenrick also outlined plans to deregulate data protection rules in favor of a 'light-touch' approach, suggesting a move away from GDPR-like legislation towards a framework modeled on New Zealand's privacy laws. He also proposed expanding tax relief for small business investors and introducing a 'hard work bonus' that would eliminate income tax on overtime pay. Additionally, Reform UK pledged to reverse an increase in employer National Insurance contributions and certain inheritance tax changes affecting farms.