HMRC will be introducing a new service for agents on 31 March 2025, to help escalate and resolve PAYE and Self-Assessment queries.
What the service will offer
The new service will focus on PAYE and Self-Assessment queries that their Agent Dedicated Line or Agent Webchat has not resolved.
Before you can use the service, you must have:
- checked “Where’s my Reply” tool at Check when you can expect a reply from HMRC – GOV.UK with at least 20 working days having passed from the reply date given by the tool, and
- tried at least twice to resolve the query by contacting the Agent Dedicated Line or Agent Webchat
You can contact the service by emailing HMRC dedicated mailbox, which can be found on GOV.UK from 31 March 2025. In response, HMRC 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
How you can help
To help HMRC resolve queries within the set time frame, please:
- provide all relevant information and documentation that HMRC ask for to help us resolve the query
- respond promptly if HMRC ask for clarification, or more information
- don’t chase a query before the 20 working days have passed
- don’t use this service to chase repayments, chase postal delays or queries relating to Making Tax Digital
Kind regards,
Howard Gross BFP FCA FCCA CTA
Director
