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Getting through to HMRC on the telephone in 2015: Report your problem

Are you having any problems when contacting HMRC by phone?

Please post a comment below to tell us about your experiences, indicating:  

  1. the name of the helpline
  2. the telephone number
  3. an outline of the problem you were calling about
  4. how long it took for your call to be answered
  5. whether you were happy with how the call was handled, and
  6. if your issue was resolved satisfactorily.

If you do not have time to expand your comment please just provide the basic information in items 1 to 3. 

Post a comment below
Your feedback in 2014 was invaluable in helping us to monitor this important area of HMRC’s work and provide evidence to support our concerns about HMRC’s disappointing performance standards. We sent your comments to HMRC in a report in May 2014 which can be found together with HMRC’s reply at HMRC’s telephone service: the department replies to Tax Faculty comments.

There is still work to do and we will continue to work with HMRC through the Joint Initiative for Service Delivery (JISD) to address these issues.

We also welcome your feedback and comments on which HMRC telephone lines are working well.

Useful ICAEW links

TAXtools 1 – Useful HMRC contact information
Working with HMRC – latest updates and news
Report or resolve a tax problem
TAXtools 1: HMRC contact information
 

HMRC links

HMRC performance Statistics – Business Plan indicators

 

  • Trusts and Estates

    The direct dial provided of the inspector was picked up in December and a call back requested. No call back by HMRC. No it just rings and rings (in excess of 90 seconds) with no answer. 

    Plan B, revert to the general helpline number from the letter 03000 113 1072. This is unavailable.

    Plan C, revert to the fax number per HMRC letter - 03000  562 782. This is not accepting faxes. 


    A little research online provides new T&E numbers - Helpline 03000 123 1072, but no individual. From the helpline a new fax number is obtained - 03000 562 703, which also has problems. 

    If only we could charge HMRC for the frustration caused and wasted time. Surely they could forward the old numbers to the new number?

    Perhaps most frustrating is that the purpose of the correspondence is to chase an unanswered letter.

    Has this been 
    satisfactorily resolved? No.
  • On the occasions that there has been the need to speak with HMRC’s Trust Helpline, I also have had frustrating wait period experiences. I hope that I am wrong, but I have the feeling that when one has  tried and speak to the department, and unsuccessfully attempted on a number of separate occasions on the same day, quite simply  there is nobody on duty at all when there is no reply, as on other days someone has replied within 20 seconds.

  • Our firm routinely waits at least 20 minutes to get through on the CT Helpline (0300 200 3410) and lately even when we do get through the person says they cannot do what we are asking (such as reallocate a payment which has clearly gone against the wrong CT period) and are told we have to put things in writing.  There is a need for a more instantaneous response than this!  It seems that if your query does not fit some narrowly defined criteria the "helpline" is unable or unwilling to help and there is nowhere else to go to.
    1. Employers Helpline
    2. 0300 200 3200
    3. various: PAYE and NI for an employee moving abroad, VAT MOSS registration - unable to register
    4. wasn't answered after 25 minutes so hung up
    5. Not happy
    6. Issue was not resolved satisfactorily
    1. Employer helpline new cases
    2. 0300 200 3211
    3. not relevant
    4. not answered after calling on 2 separate occasions on 12 February and waiting for 25 minutes each time!
    5. Extremely unhappy - what a waste of our precious staff resources
    6. No