Contacting HMRC

How to check service levels, access forums, contact HMRC, raise complaints or issues and what to tell HMRC if your tax agent business is changing.

Dedicated helplines and contacts

HMRC has dedicated helplines and contacts for tax agents.

If you need contact details for a tax and duty that does not have an agent dedicated telephone number or address, you can search the list of HMRC contacts.

Check progress and service levels

HMRC’s service dashboard for agents

Use HMRC’s service dashboard to check current processing times and service levels for post and online requests.

‘Where’s my reply?’ for tax agents

Find out when you can expect to get a reply from HMRC to a query or request you have made.

Personal Tax Query Resolution Service for Agents

HMRC has introduced a new agent resolution service that is specifically for PAYE and Self Assessment queries for individuals that our Agent Dedicated Line or Agent Webchat haven’t resolved.

Before you can use the service you must have:

  • checked ‘Where’s my Reply’ tool, with at least 20 working days having passed from the reply date given by the tool,
  • tried at least twice to resolve the query by contacting the Agent Dedicated Line or Agent Webchat
  • not already initiated a complaint with HMRC related to the query

You can contact the service by emailing our dedicated mailbox.

In response, we will:

  • contact you within 48 hours to acknowledge the query
  • provide an update every 5 working days by telephony
  • aim to resolve your query within 20 working days, or make an action plan if we can’t

Check online forums

The HMRC Community Forums will help you find answers to your questions about tax and benefits. There are two main forums:

  • Customer Forums which are open to everyone to view but need a sign-in to post
  • Agent Forums which require signing in to view and post

Watch a recorded webinar about using the agent forum.

Raise a complaint or issue

You can complain to HMRC. Contact HMRC as soon as possible if you have a complaint about their service.

To make a complaint to HMRC on behalf of your client you must be appointed as their tax agent.

You can also consider using the Agent Account Managers service HMRC provide for tax agents and advisers to help resolve client-specific issues.

What to do if your tax agent business is changing

Find out what to do if your tax agent business is changing in some way.