HMRC is making some improvements to help resolve personal tax queries more easily and quickly. This is possible by using the most appropriate channel, such as using agent webchat for simple queries or contacting the agent dedicated line for more complex queries.

Before you contact HMRC check the ‘Where’s my reply’ tool

Before contacting HMRC, use the ‘Where’s my reply?’ tool to see if HMRC is within the expected timeframe for when you can expect an update on returns, repayments and other requests. You should contact HMRC only if they have not responded within the time frame.  

Webchat for agents — for transactional queries

HMRC’s agent webchat for personal tax queries, which includes PAYE and Self-Assessment for individuals, is open Monday to Friday, 8am to 6pm. It can be accessed in the Tax Agent’s Handbook or your Agent Services Account.  

Agents can raise up to five queries for clients per webchat session, which can last for up to one hour. 

HMRC is making further improvements to this service based on feedback from agents and representative bodies. This includes streamlining the webchat journey, so when you need an adviser, you’ll get through to one more quickly. HMRC has also been reviewing the types of queries that are most appropriate for webchat as well as working on a longer-term improvement, so the digital assistant can direct you to agent-focused guidance.  

You can contact HMRC’s agent webchat service for many straightforward, transactional queries which can include:  

• all PAYE queries
• registrations and reactivations
• de-registrations
• progress chasing— where the date in the ‘Where’s my reply?’ tool has passed
• Making Tax Digital.

If HMRC is unable to resolve your query over webchat because it is too technical, you will be offered a call back, within two working days, at a time that suits. Alternatively, you can call the agent dedicated line. 

Call the agent dedicated line for complex queries 

Some queries are more complex and take longer to resolve and are better discussed over the phone. That’s when HMRC recommends you call Agent Dedicated Line.  The line is open Monday to Friday, 8am to 6pm, although it may have a shorter wait time between 12.30pm and 2pm and from 4pm onwards. You may want to consider calling then.  

Complex queries can include: 

• statements and payment allocations
• clarification on remissions
• cases involving over repayment, detailed breakdowns of multiple payments, allocations
• reallocations which involve multiple years
• class 4 miscalculations.

Complex or technical queries requiring escalation to specialist teams   

These include:

• capital gains tax
• double taxation
• basis period reform
• chargeable events
• non‑residency.

If you still need help to resolve a query after using all the above channels, then it may be worth checking if you can use HMRC’s agent escalation and resolution services.

Before you use either service you must have: 

• checked ‘Where’s my reply?’ tool, with at least 20 working days having passed from the reply date given by the tool
• tried at least twice to resolve the query by contacting HMRC, including the agent dedicated line or agent webchat
• not already initiated a complaint with HMRC related to the query.