Guidance

The Agent Account Manager service

Get extra help dealing with HMRC if you're a tax agent or adviser trying to resolve ongoing issues for a client.

• From: HM Revenue & Customs
• Published: 1 January 2014
• Last updated: 1 April 2026
  Show all updates

  1. 1 April 2026

     The online form used to raise an issue has been updated. Information about registering and deregistering from the Agent Account Managers service has been removed. You no longer need to register with the service to raise an issue, or deregister to have your details removed from HMRC records. We will destroy data for any existing registrations. Information about when the Agent Account Manager team will provide updates and resolve issues has been added.

  2. 21 September 2018

     The Agent Account Managers service guide has been updated about when and how to raise an issue.

  3. 23 October 2015

     Amended to correct and clarify the service offered by Agent Account Managers.

  4. 1 January 2014

     First published.

How Agent Account Managers can help

Agent Account Managers can help tax agents and advisers to resolve ongoing issues with HMRC that normal communications have not resolved. This includes help with:

• Self Assessment
• PAYE
• VAT
• Corporation Tax
• repayments

When Agent Account Managers cannot help

Agent Account Managers cannot:

• provide technical advice
• interpret tax legislation

They will not be able to help if the issue is:

• something you’ve already made a formal complaint to HMRC about
• part of an ongoing compliance check
• related to an appeal against an HMRC decision

Before you start

Before you raise an issue, you must:

• be authorised to represent your client in the matter
• check when you can expect a reply from HMRC about the issue, then wait at least 20 working days beyond the expected reply date
• have contacted HMRC at least twice to try and resolve the issue

Raise an issue

Complete a separate online form for each issue you want to raise.

After you’ve raised an issue

The Agent Account Manager team will send you an email within 2 working days to acknowledge your client’s issue. The email will contain a specific reference number. Keep a note of this, as they’ll use it whenever they contact you about the issue.

You’ll get progress updates every 5 working days. The Agent Account Manager team will usually resolve issues within 20 working days, or provide you with an action plan if they cannot.

To help resolve issues, you should respond quickly with any further information or documents they ask for.