Complain about HMRC

Contact HM Revenue and Customs (HMRC) as soon as possible to complain about their service, for example if there have been mistakes or unreasonable delays.

This guide is also available in Welsh (Cymraeg).

Follow a different process to:

You should continue to pay tax while your complaint is being dealt with. If you stop or delay your payments you may be charged interest or penalties.

How to complain

Complain online

You can:

You’ll need a Government Gateway account.

Complain by phone or post

You can also complain by phone or post. You’ll need:

  • your National Insurance number
  • your full name, address and phone number
  • details of what happened and when
  • how you’d like your complaint resolved

If you need someone to complain on your behalf

You can ask someone else to complain for you. You’ll need to authorise them to deal with HMRC on your behalf before they can make a complaint for you.

What happens when you complain to HMRC

HMRC will not treat you any differently because you’ve made a complaint.

When you complain HMRC will:

  • handle your complaint fairly, confidentially and investigate the issues thoroughly
  • give you the name and contact details of the person who’s dealing with your complaint
  • keep you informed of the progress of your complaint

HMRC will consider refunding any reasonable costs directly caused by their mistakes or delays. Costs can include:

  • postage
  • phone charges
  • professional fees

You should keep your receipts if you want a refund.

If you disagree with the outcome of your complaint

You can ask HMRC to look at your complaint a second time.

A different customer service advisor will review your complaint and give you a final response.

If you disagree with HMRC’s final response

You can ask the Adjudicator’s Office to look into your complaint. This service is free.

If you disagree with the Adjudicator’s Office

You can ask your Member of Parliament to refer your complaint to the Parliamentary and Health Service Ombudsman.