Social media use

Why and how HM Revenue and Customs uses social media, what we expect from you and what you can expect from us.

Twitter

HMRC’s corporate and official Twitter channels.

HMRC’s corporate Twitter account

@HMRCgovuk

Who’s behind it?

HMRC Social Media Team

What can you expect?

News and updates, signposts to help and guidance, HMRC official publications and announcements, information about HMRC publicity campaigns.

HMRC’s Press Office Twitter account

@HMRCpressoffice

Who’s behind it?

HMRC Press Office

What can you expect?

Morning previews of the day’s activities, news releases, latest statistics. Also a medium for journalists to contact the Press Office with simple queries and clarifications.

HMRC customer support on Twitter

@HMRCcustomers

Who’s behind it?

HMRC Social Media Customer Support Team

What can you expect?

Help with general queries relating to HMRC’s products and services. Signposting to advice, support, guidance and forms.

If we can’t answer your question directly, we’ll point you in the direction of where to get further help. We can’t discuss specific cases or an individual’s tax affairs, so please don’t share any personal details with us, as these will be visible to other users.

The team are available to provide support between 8am and 8pm, Monday to Friday; and 8am and 4pm on Saturdays.

HMRC Business Help on Twitter

@HMRCBusiness

Who’s behind it?

HMRC Digital Support for Businesses and Agents Team

What can you expect?

Help and information about tax for people setting up or growing their business. Signposts to sources of help and advice such as HMRC webinars. Answers to general tax questions about setting up or growing your business. The team are able to respond to relevant questions between 9am and 5pm, Monday to Friday.

Facebook

HMRC’s Facebook page

HMRC’s Facebook page

Who’s behind it?

HMRC Social Media Team, with support from the HMRC Social Media Customer Support Team

What can you expect?

Regular updates, hints and tips, and reminders to help make tax tasks easier. Links to HMRC guidance and online services, and information and news on HMRC services and publications.

The page is monitored by the HMRC Social Media Customer Support Team between 8am and 8pm, Monday to Friday; and 8am and 4pm on Saturdays.

We’re able to answer questions about your general tax queries. However, we can’t discuss specific cases or an individual’s tax affairs, so please don’t share any personal details with us, as these will be visible to other users.

Tax Professional Development Programme on Facebook

HMRC Tax Professional Graduate Programme

Who’s behind it?

HMRC Tax Professional Trainees, with support from HMRC’s Tax Development Professional Programme

What can you expect?

Information and news about HMRC’s Tax Professional Graduate Scheme, questions and answers about the scheme and the application process.

LinkedIn

HMRC on LinkedIn

HMRC’s LinkedIn profile

Who’s behind it?

HMRC Social Media Team

What can you expect?

Regular updates about HMRC’s work on subjects such as business tax, advice on running your company, news on tax policy, and HMRC recruitment opportunities.

YouTube

HMRC on YouTube

The HMRC YouTube channel

Who’s behind it?

HMRC Audio Visual Unit

What can you expect?

‘How To’ guides and other information videos, designed to help HMRC customers get their tax right.

Our blogs

HMRC Working With Tax Agents Blog

HMRC working with tax agents

Who’s behind it?

HMRC’s Agent Strategy, Stakeholder and Engagement Team

What can you expect?

News and updates about HMRC’s work with tax agents, signposts to guidance and publications aimed at the tax professional community, plus opportunities to for tax agents to give feedback and get involved.

HMRC digital blog

HMRC digital blog

Who’s behind it?

HMRC’s Digital Solutions Programme

What can you expect?

Blog posts about HMRC’s work to develop new digital services and deliver on the HMRC Digital Strategy, plus opportunities to get involved.

Why HMRC engages in social media

HMRC uses social media to share useful information, and engage with people, where we believe this helps our customers and helps us to deliver our objectives.

See the HMRC “Your charter” for more information.

Protecting your information

We strongly recommend that you do not discuss the details of your financial affairs on social media, or give out your personal financial details.

We have a duty to protect taxpayer confidentiality and so do not discuss the tax affairs of individual taxpayers over social media. This means we will use social media to answer general, but not personal, queries.

We cannot accept messages through social media as notification in respect of your tax affairs. Please see Contact Us for help.

HMRC does not send notifications of tax rebates via social media or by email, and will not ask you to disclose personal or payment information via social media or by email. If you receive such a message, do not respond - it is not from HMRC and may be malicious.

If you see an electronic message claiming to be from HMRC that you suspect may be fraudulent, please forward it by email to phishing@hmrc.gsi.gov.uk. Find more advice about online security from HMRC.

If you engage with HMRC via social media – for example by asking us a question or making a comment – we may need to process your posting and the information it contains in order to respond.

See HMRC’s Privacy Policy for more about how HMRC uses information.

Information provided by HMRC

Our engagement may include supplying information or answering questions. This engagement is intended as an informal channel which complements our formal communications. It does not overwrite HMRC’s existing channels of communication or channels of accountability such as Parliament and Freedom of Information.

When we post detailed information, we will typically provide links to copies of the relevant material online, usually on GOV.UK. This is to provide assurance to readers that the material is genuine and comes from HMRC.

Information on social media, including information provided by HMRC, may be incorrect, out of context, out of date, or may not apply in all circumstances. Always check the official HMRC guidance on GOV.UK.

Information provided by HMRC via social media is provided ‘as is’ and on the same basis as material on the HMRC website or GOV.UK. See our Terms and Conditions.

Social media sites may occasionally become unavailable. HMRC cannot accept responsibility for lack of service due to downtime.

Moderation and participation policy

We look forward to receiving your comments and participation in the discussions on social media and would like to publish as many as possible.

When posting comments, you should follow our participation guidelines:

  • be respectful of others who use the site
  • stay on topic
  • do not use language that is offensive, threatening, inflammatory or provocative (this includes, but is not limited to, swearing and obscene or vulgar comments)
  • do not break the law (this includes libel, condoning illegal activity and contempt of court)
  • do not use comments for party political purposes
  • please do not post personal information in comments such as addresses, phone numbers, e-mail addresses or other online contact details, which may relate to you or other individuals
  • do not impersonate or falsely claim to represent a person or an organisation
  • do not attempt to log on using another user’s account
  • do not make any commercial endorsement or promotion of any product, service or publication not relevant to the discussion
  • do not post comments designed to cause nuisance to the administrator or other users along with these guidelines, please make sure you observe any ‘House Rules’ for specific sites or communities

We encourage open, lively debate but the decision to publish comments remains at the administrator’s discretion. Comments that violate any of the above rules will be removed or not be published. Repeat offenders may be blocked indefinitely. We will not edit any of your comments.

If you are aged 16 or under, please get the permission of your parent or guardian before participating. Users without this consent are not allowed to participate.

Responses and feedback from HMRC

We welcome feedback and ideas from our friends and followers and will try to add value to conversations where we can.

We always try to read messages directed to us and ensure that any emerging themes or helpful suggestions are passed to the relevant people in HMRC. However, due to resource constraints we will not always be able to reply individually to messages we receive.

In general, we prefer not to send or receive private or direct messages to keep conversations open and public.

We are bound by the Civil Service Code, and cannot engage on issues of party politics.

If you need to contact HMRC for official correspondence please use the Contact HMRC page.

Friends and followers

If you follow us on social media we will not automatically follow you back. This avoids us having to spend time dealing with spam accounts, and helps keep discussions open by limiting the use of private or direct messages.

We will follow and read social media postings from organisations and individuals where appropriate and relevant to HMRC and tax. We reserve the right to ignore, block or unfollow social media accounts we believe are malicious or spam.

Our friending, following or engagement with a social media account does not imply official HMRC endorsement of any kind for that account or the material it contains.

About this document

This policy is written and maintained by the HMRC Social Media Team. We keep this policy under review and may revise it without notice.