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HMRC internal manual

PAYE Manual

Contacts (internal use only)

All staff that use this Manual

In your day-to-day work, you may identify an issue that is stopping you from completing a process. If you find a broken link or the Manual is not working as it should please contact Maintenence of business products team

Issues that need a process change and / or update to the guidance in this Manual must be reported by an Officer or above to Personal Tax Customer, Product & Process. How Officers report an issue is detailed below. Before reporting an issue, the Officer should be satisfied that

  • The guidance in the PAYE Manual and the Action Guides on the Customer Operations Guidance Gateway on the intranet has been correctly followed
    And
  • A check has been made of the Customer Operations Guidance Gateway on the Intranet. The issue may already have been raised

Notes:

1. Neither the Guidance Gateway Team, referred to below nor Personal Tax Customer, Product & Process can answer hypothetical ‘what if?’ queries.
   
2. Where the issue relates to an individual case, give as much information as possible and quote the national insurance number in your submission.

Front line staff

Where you have been unable to resolve your issue by asking a more experienced colleague and your FLM, you should escalate your query as follows;

Guidance issues

Please use Rate IT

System errors or process issues

Raise a query with your local FPoCs

Where instructed in the manual to refer to the helpdesk

Complete the Template

Area Representatives and FPoCs

If you are unable to provide a response to a query which has been escalated to you, follow these routes:

Guidance or process issues

Escalate the issue to the Guidance Gateway team.

System errors

Escalate the issue to the PAYE helpdesk by completing the appropriate template.  Please note the link to the template must be opened in Google Chrome or Firefox.  Open either of these browsers then copy and paste the link into it. Template

Guidance Gateway team

If you are unable to deal with a query which has been escalated to you, submit the issue to the PAYE Helpdesk by completing the appropriate template.  Please note the link to the template must be opened in Google Chrome or Firefox. Open either of these browsers then copy and paste the link into it. Template

Personal Tax Customer, Product & Process will redirect any guidance issue reported by Personal Tax Operations not originating from the Guidance Gateway Team, to the Guidance Gateway

Complaints teams, Ministerial Correspondence, Freedom of Information teams

Escalate the issue to the PAYE Helpdesk by completing the appropriate template. Please note the link to the template must be opened in Google Chrome or Firefox.  Open either of these browsers then copy and paste the link into it. Template

If you do not work in Personal Tax Operations

An Officer or above should escalate the issue to the PAYE Helpdesk by completing the appropriate template. Please note the link to the template must be opened in Google Chrome or Firefox. Open either of these browsers then copy and paste the link into it. Template

Personal Tax Customer, Product & Process will review the query and forward a response to the originating Officer.

System issues

Please note that where NPS is not operating as it should, a system issue, an Officer should escalate the issue to the PAYE Helpdesk by completing the appropriate template.  Please note the link to the template must be opened in Google Chrome or Firefox.  Open either of these browsers then copy and paste the link into it. Template