HMRC’s Employer helpline – can you get through?

The Tax Faculty has received some reports that HMRC’s Employer helpline Tel: 0300 200 3200 is proving difficult to get through to, with unacceptable, lengthy delays before calls are answered. We have also heard feedback that sometimes a recorded message announces that the lines are too busy, instructs the caller to try again another time and then the call is disconnected.

We are interested to find out if this problem is widespread, particularly as RTI can generate high volumes of calls to HMRC’s Employer helpline.

Please let us know what your experience has been when you called the Employer helpline in recent months, providing:

·        an outline of the problem you were calling about

·        how long it took for your call to be answered

·        was your call disconnected because the lines were busy

·        whether you were happy with how the call was handled, and

·        if your issue was resolved satisfactorily

Please post a comment below.
Your feedback is valuable and allows us to provide vital evidence to HMRC where we believe their service standards need to be improved.
In our TAXREP 32/14 HMRC Telephone Service Standards, submitted to HMRC in May, we recommended an Agent Dedicated Line for PAYE Employer queries.
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  • I have spent over 5 hrs waiting on the phone  in the last month trying to resolve two clients problems that had been caused by HMRC in the first place. I tried different days and different times on several occasions the phone call was just terminated. The longest I was on hold for was 37 mins . Even when I got through they could not help me ,three times they told me to phone the online help desk who then said it was not their department and to go back to the employers helpline . Even then I  was on hold to the online help desk for at least 15 mins.
    I was told a variety of things to do to correct the problem ,all of which was HMRC fault ,but they could not correct it.
    I was told to do an early year update form, a dispute resolution report all of which did not work .

    HMRC are still chasing my clients and they have now had two letters from debt management .

    Finally a very kind lady answered the phone and said she would raise an investigation in to the matter. She could not tell me how long it would be before she got back to me , but said it would be several months . She would not put anything in writing to confirm the issue or how it was going to be resolved . And still my clients get the chasing letters from debt management and when I phoned them up they told me that not only did my clients owe  these amounts ( £225 and £176 ) that both of them had £800 accrued penalties .
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