AGENT ACCESS DENIED

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Hi, 

We have recently moved offices and after notifying the agent maintainer our new office address we were asked to fill a AM103, which we did and send to HMRC on 01 Nov 2021. We have noticed today our agent access to self assessment and corporation tax have been denined, when I contact the online help they asked me to write to the AML team as according to their records both agent codes have ceassed.  

Does anyone know where to write as this is the worst time of the year for this to happen. 

Any help on this is greatly appreciated. 

Thanks 

Sumith 

Replies (20)

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By SXGuy
21st Dec 2021 13:23

Sorry I can't help, but it's a shame this has happened as both of those are the only two you can actually update your address for in your agent account without writing to anyone.

Id have probably done that for those.

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By ireallyshouldknowthisbut
21st Dec 2021 13:43

ouch.
I would suggest a next day delivery message, headed "COMPLAINT - URGENT ACTION REQUIRED" in big letters across it.

And then be very polite, but point out the massive problems this is causing you.

If you have anyone in between Xmas and new year, assuming its not fixed, I would send a follow up stating they need to do act immediately to restore access, and same again on first day back in Jan, that way you are on 3 complaints by first week in Jan. You can no doubt safely draft all 3 right now and stack them up on whoever drew the short straw and is in the office over Xmas.

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Replying to ireallyshouldknowthisbut:
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By loligo
21st Dec 2021 13:56

Thank you very much and will do all 3. The issue I have is I don't know where to write as it came with a pre-paid envelop. The copy I have doesn't show any address to write.

No need to mentioned the stress this has caused us. Even the agent helpline doesn't know where to write to. This looks very silly

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Replying to loligo:
By ireallyshouldknowthisbut
21st Dec 2021 14:33

if you dont have an address, then you will end up with the default one.

To aid sorting, I would add "Agent Maintainer" in address line and in your first bold heading.

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By eckbookkeeping
21st Dec 2021 14:35

I had this happen recently, It took 3/4 weeks to get it turned back on.
I emailed many departments and sent 3 letters with all the information required.
I ended up contacting my local MP and had a call from the agent team that afternoon.

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By yelsnew
21st Dec 2021 15:54

Happened to us in November.

It's because they are behind processing mail and when no AML reply is logged they flick a switch and turn off your access.

Our solution is to write to the Agent maintainer team in newcastle (the same one that hasnt processed the original AML form!)

Hope you get sorted swiftly, we were out of action for 4 weeks. Bad time of year to happen!

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Replying to yelsnew:
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By loligo
21st Dec 2021 17:18

Thank you so much and I will write a letter to them and post it special delivery tomorrow.

Thanks

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By GHarr497688
21st Dec 2021 16:02

My AML renewal is due 31st December - despite me paying last year and renewing they have not actioned this so now I have no idea what to do. VAT helpline told me to email AML addy - so far three email ignored and I keep getting threatening emails. It's time HMRC were more accountable. Quite amazing that HMRC keep using the word "sorry" and then ignore everything . They should be forced to pay a "penalty" for their failings.

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By Refs1
21st Dec 2021 19:13

loligo - we had this issue. A letter won’t work it will be just ignored or take far to long. We emailed everyone in HMRC we could find by googling there email addresses and emailing virtually the whole of HMRC. Eventually someone sorted in less than 30 minutes and paid us £25 compensation! I do like the idea of raising it with your MP. Good luck

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Replying to Refs1:
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By loligo
22nd Dec 2021 12:04

Thank you very much. I have sent two emails and trying to find more HMRC email addresses to write. I have also contacted my local MP now. Let's see what is going to happen now.

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By sarahg
22nd Dec 2021 15:51

Someone posted an email address for the agent maintainer on a site I was on the other day - let me see if I can track it down for you

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By sarahg
22nd Dec 2021 15:52
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Replying to sarahg:
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By loligo
23rd Dec 2021 09:14

Thank you so much. I will send an email to agent maintainer straightaway.

Thanks

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By loligo
06th Jan 2022 09:01

Thank you all for the help and an wish you to update you on my matter,

I have written to agent maintainer and also send emails to agent maintainer and AML email address found on the HMRC website. I have received confirmation emails and it state within 15 working days they are going to provide a full report to me...lol. I also lodged a compliant online to agent support team. I have also written to my local MP but there is no response yet from anyone. The agent maintainer has received my complaint on 30 December 2021. With my letter I have sent a copy of the AM103 form and my practising certificate so they can't say they haven't received it. Now I am waiting for anyone to respond, still there no luck. The frustrating things is there is no one to speak, no one knows what to do or whom to speak with. I can't file SA and CT returns yet. I am going to chase again the agent support today.

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Replying to loligo:
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By Leywood
06th Jan 2022 14:29

Get shirty with them, bombard as many email addresses you have. 15 days is not good enough. Tell them you will sue for losing business and for any fines you/your clients incur.

The first email on this list is the fraud team I emailed when I had an issue with HMRC saying I had no AML in late 2021 (despite me cancelling it 4 years earlier, moving it to a prof body and having received their ack). The fraud team responded in less than 24 hours and rectified matters, although it had not got to the stage of agent cancellation, although they had threatened it!

[email protected],
[email protected],
[email protected]

Also mentioned on other threads by other Awebbers:-

[email protected]
[email protected]
[email protected]

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Replying to Leywood:
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By loligo
07th Jan 2022 10:29

Thank you so much for the reply and will send an email out to all these threads today.

Thanks you

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By loligo
10th Jan 2022 10:49

UPDATE
You would not believe what has happened to my original form AM103, this is in fact hilarious and I think it's better for all of you to know about it ( how silly the HMRC is).

The original form AM103 was picked up by the agent maintainer and the form was scanned by so the called " robotic scanner". It's the robotic arm of HMRC according to them. Since it's a robot no brainer, the form had my NI and UTR so it decided to put it into my personal tax folder....how silly this story is. The guys who sent the form AM103 to us had never seen the return so quite rightly they suspended my codes on 15th December 2021. Basically the fault is with the robotic scanner...lol. Anyway, after bombarding HMRC with emails and letters etc over the last two weeks a gentleman from HMRC rang up today morning, he is now trying to resolve my case. Fingers crossed the codes will be activated by end of today, and that's what he said. What a lovely Christmas and New Year present from HMRC!

In future if someone faces a similar situation, please write to the agent maintainer and email them as well. The email address was give by sarahg and can see in the threat of this discussion. In addition send a letter via special deliver to,

PT Operation North East England
HM Revenue and Customs
BX9 1AA
(They are the culprit who created this mess for us!)

Finally, thank you so much for all of your support on this matter.

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Replying to loligo:
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By Hugo Fair
10th Jan 2022 14:08

Fingers crossed (and tied in a neat bow)!

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Replying to Hugo Fair:
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By loligo
10th Jan 2022 15:57

All sorted within a 30 minutes of time from the initial telephone call. He must be someone with a high-level of access....lol.

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Replying to Hugo Fair:
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By loligo
10th Jan 2022 15:57

All sorted within a 30 minutes of time from the initial telephone call. He must be someone with a high-level of access....lol.

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