In April 2024, HMRC introduced a new online complaints service for agents. The new service has made it easier for HMRC to receive and address complaints.

Feedback highlighted two areas where the 

• extending the 28-day time limit for accessing unsubmitted complaints
• allowing attachments to be uploaded with complaints.

In response, HMRC has updated the service to help you access unsubmitted complaints for up to 90 days and added the ability to upload up to 10 attachments per complaint as supporting material.

HMRC is planning further improvements, including a new start page that sets out the information you need to provide when making a complaint. The page will also highlight other appropriate services such as the Personal Tax Resolution Service and Agent Account Managers Service.

HMRC values your feedback; please consider completing the feedback survey that appears after you submit your complaint.