Dealing with HMRC – guidance

Agent Account Managers in HMRC

How to use the Agent Account Managers service.

HM Revenue and Customs (HMRC) has a UK-wide team of Agent Account Managers (AAMs) to help tax agents and advisers deal with the department more effectively.

Agent Account Managers service

AAMs provide a service to help resolve client-specific issues. The AAMs act as an intermediary between agents and HMRC where the normal communication channels have broken down.

Registering to use the Agent Account Manager service

To register for the AAM service complete the online User Registration form. You can do this before you even have an issue. You only need to register once, and only 1 representative needs to register for everyone in the firm to be able use the service. If you have more than 1 branch or office, 1 representative from each branch will need to register, but then everyone in that branch will be able to use the service.

When HMRC receives your form, an automatic acknowledgment will be sent to your nominated email address. If you don’t receive the acknowledgement, check your spam folder and adjust your settings. If you need help doing this contact the Online Services Helpdesk.

HMRC will store your details securely and may contact you occasionally by email or telephone to provide information about the HMRC services that are available to agents.

Resolving your client’s problems

Before you use the AAM service, you must first contact the HMRC office you’ve been dealing with or contact HMRC to resolve your issue.

You should only use the AAM service if you’ve not been able to resolve a client-specific issue through normal HMRC methods. The AAM service doesn’t replace HMRC’s process for formal complaints.

Complete this online form for each issue. You’ll 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. They’ll verify your identity by asking additional security questions, and discuss what happens next.

You can’t use the AAM service if the normal ‘business as usual’ channels haven’t broken down, or to highlight certain types of issues that are being handled by other parts of HMRC, for example, complaints, compliance checks or appeals against HMRC decisions.

The AAMs don’t give advice on technical matters or the interpretation of tax legislation and guidance.

Tell HMRC what you think about the AAM service

HMRC values your feedback and will use the AAM service to improve the agent services they offer. HMRC may contact you occasionally by email to ask for feedback about the service.

De-registering from the AAM service

If you no longer want to use the AAM service complete this online form to remove your details from the AAM database.

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.

HMRC learning events, products and services for agents

Working Together is a partnership between HMRC and agents with the aim of improving communications.

Videos and online learning modules are available for tax agents and advisers to provide help and support on topical subjects.

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