Find out what Agent Account Managers do, what services they provide and how to contact them.
HM Revenue and Customs (HMRC) has set up a UK-wide team of Agent Account Managers (AAMs) to help tax agents and advisers deal with the department more effectively.
What AAMs can do for you
The AAM team:
- provides speakers for agent events and meetings
- coordinates HMRC Learning Together events
- includes the Agents’ Issue Resolution Service, a streamlined process to resolve ongoing problems more quickly
You’ll find out more about these services later in this guide.
Some AAMs are also local Working Together (WT) co-ordinators and are responsible for running local WT meetings. These meetings give tax agents and advisers the opportunity to raise issues with HMRC and to hear messages from the department.
Registering to use AAM services
You must register using the online ‘User Registration form’ before you can use any AAM services. Only 1 representative needs to register for everyone in the firm to be able use the services.
You’ll need to supply some information about your business, for example:
- your client numbers
- the HMRC business areas that you deal with
- the range of HMRC agent services that you currently use
HMRC will store your details securely and use the information you’ve provided to help them design new agent-specific products. HMRC may contact you occasionally by email or telephone to provide information about the HMRC services that are available to agents.
When HMRC receives your form, an automatic acknowledgment will be sent to your nominated email address. If you don’t receive the acknowledgement, please check your spam folder and adjust your settings. If you need help doing this please telephone the Online Services Helpdesk.
Request an HMRC speaker for your agent event
You can request an HMRC speaker for your agent event or meeting. For example, you can request a speaker to come along to your meeting to deliver a presentation or workshop on a range of topical issues that affect HMRC and agents.
The subjects currently covered are:
- penalties for inaccuracies in documents and returns
- resolving disputes - reviews and appeals
- risk assessment and compliance checks
The subjects currently covered are:
- HMRC Agent Services
- HMRC Tax Agent Strategy
- HMRC toolkits to help reduce errors
- HMRC Online Services - an update
To request an HMRC speaker complete this online form.
You’ll need to supply the following information about your event:
- the date, location and start and finish times
- the anticipated size of audience
- the subjects you would like the HMRC speaker to cover
When HMRC receives your online form, they’ll issue an automatic acknowledgment to the email address you’ve provided. A member of the AAM team will contact you within 10 working days to discuss your request.
Tell HMRC what you think about the speaker service
HMRC values your feedback and will use it to continually improve the agent services they offer.
If you’ve used the HMRC speaker service, please take time to complete this short online form.
The AAM Performance Manager will consider all feedback and may contact you (if you’ve agreed to this) to discuss particular issues.
HMRC educational events and products
Learning Together events
HMRC Learning Together events enable tax agents and advisers to learn in an informal environment. Details of any upcoming events (including how to book your place) will be published on the ‘latest news for tax professionals’ page.
Training material and resources
Videos and online learning modules are available for tax agents and advisers to provide help and support on topical subjects.
Resolving your client-specific problems
If you encounter problems with any aspect of HMRC service, there are a number of ways you can contact them to discuss this. Please contact the HMRC office you’ve been dealing with or follow the link below to find the best way to contact HMRC to resolve your problem.
If you’ve not been able to resolve a client-specific issue through normal HMRC methods (see above), then the Agents’ Issue Resolution Service can help to identify the root cause of the problem and the appropriate contact within HMRC to resolve it.
- To use the Agents’ Issue Resolution Service, you must register to use AAM services first - see the earlier section on how to do this.
- Then you need to complete an online form for each issue that you would like AAM assistance with. You will receive an automatic email acknowledgment including a reference number specific to your query.
- A member of the AAM team will contact you within 3 working days to verify your identity by asking additional security questions and to discuss what happens next.
You can’t use the AAM service to highlight general problems for certain types of issues that are being handled by other parts of HMRC, for example complaints, compliance checks or appeals against HMRC decisions.
Also AAMs do not give advice on technical matters, including the interpretation of tax legislation and guidance.
Please note: AAMs will work with you to resolve client-specific problems, but the Agents’ Issue Resolution Service does not replace HMRC’s process for formal complaints.
Tell HMRC what you think about the Agents’ Issue Resolution Service
HMRC values your feedback and will use it to continually improve the agent services they offer. If you’ve used the Agents’ Issue Resolution Service, please take time to complete this short online form. The AAM Performance Manager will consider all feedback and may contact you (if you’ve agreed to this) to discuss particular issues.
De-registering from the AAM service
If you no longer want to use the AAM service, you should complete an online form to remove your details from the AAM database. You’ll need to supply some information about yourself - for example your:
- contact telephone number
- reason for de-registering
A member of the AAM team may contact you (if you’ve agreed to this) to discuss your request to enable HMRC to consider any feedback you’ve provided.