We often receive calls on the Technical Advisory helpline from frustrated members who find that using HMRC's normal channels of communication can be challenging. Members often comment that it is impossible to get through to speak to somebody and then when they do, it can be of little benefit. We also know that corresponding with HMRC by letter can be difficult due to the backlogs of post that continually face the department. Things which should be routine suddenly become difficult and time-consuming as a result.
The Agent Account Manager (AAM) service was set up, following consultation between HMRC and the professional bodies. A key part of the service is to provide agents with "a streamlined process to resolve ongoing problems more quickly called the Agents' Issue Resolution Service"; or to put it another way, to offer agents a helpful point of contact when the the normal communication channels have failed.
If agents wish to use this service, they are require to complete a short online registration process.
For more details of the service and online registration, visit the HMRC website in the Related Links section.