Clients details not recognised by HMRC

Trying to register client for self assessment but HMRC claim no record

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Can anybody advise how to set up client for self assessment when usual routes have failed i.e I tried through my agent account. but. HMRC claim that they do not recogonise client. Client tried to do it through setting up personal tax   account. This failed as only three options given to prove ID. Although client has P60 this option is not given to this client as HMRC again does not recogonise her. Details on P60 agree with U.C details. Endless calls to HMRC  without any help.Change your browser. Check the P60.(never thought of that) and so on. Client UK resident. Employer which issued P60 large employer and all details on P60 are correct.Thanks for advice.

Replies (24)

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By Hugo Fair
03rd Jul 2023 17:32

"HMRC claim that they do not recognise client" ... surely there is some indication as to which items of data are 'clashing' with the values held by HMRC?

Obvious but common ones might include:
* Name (initials vs full middle names, previous vs current surname, use of vs missing hyphens and/or apostrophes, etc);
* Address (commas and/or full-stops within lines, temporary vs permanent, etc);
* DoB (invalid date format);
and so on (through NINO and full name of employer, etc).

The possibilities are many ... so you need HMRC to give you an initial steer.
[Not encountered this problem myself.]

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By The Dullard
03rd Jul 2023 23:27

Ah, a troubled situation, we have here. Fear not, for Yoda shall shed light on this matter. Hmmm.

To set up a client for self-assessment when the usual routes have failed, a different approach we must take. Listen, you should.

First, ensure that the client is indeed a UK resident, for this is crucial. Verify their residential status, you must.

If the agent account route has failed, register for a personal tax account, the client should try. But beware, limitations there may be. Only three options to prove ID, you say? A conundrum it seems, but fret not, we shall find a way.

If the P60 option is not available to the client, despite its presence, contact HMRC, you must. Explain the situation and request guidance, you should. Patience and persistence, you shall require.

In these endless calls to HMRC, seek not just answers, but also solutions. Ask for alternatives, you should. Explore different browsers, you may, for sometimes the simplest solutions lie hidden in plain sight.

Check the details on the P60, indeed, a wise suggestion it is. Ensure accuracy and consistency, you must. Verify that the employer, a large one, has provided correct information. Attention to detail, always important in the world of accounting, it is.

Remember, persistence pays off. Continue to engage with HMRC, seeking their assistance. A solution, you shall find, my young apprentice. Trust in the Force and the power of perseverance.

May the accounting Force be with you, and may your client's self-assessment journey find a successful end.

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Replying to The Dullard:
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By Tosie
04th Jul 2023 07:44

Thanks so much. You have provided me with the renewed energy to continue into battle. Love the poetry

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By SXGuy
04th Jul 2023 07:35

When client rang hmrc did she confirm the details they hold are correct?

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Replying to SXGuy:
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By Tosie
04th Jul 2023 07:47

No they gave usual spiel , almost identical what they said to me which suggests that we are back to advisors reading from computer screen. Thanks for reply

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Replying to Tosie:
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By SXGuy
04th Jul 2023 07:59

I notice you mention UC. Which I've read of cases where hmrc take their personal data from UC regardless of what you tell them. It could be UC hold some wrong details which is causing hmrc to hicup.

If there's no luck with hmrc maybe try UC for clarification.

I've seen UC hold an incorrect NI or Date of Birth and it throws hmrcs systems off.

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By lesley.barnes
04th Jul 2023 09:48

Has the client got married, the P60 is in her married name and HMRC are still using her maiden name on their records?

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Replying to lesley.barnes:
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By Tosie
04th Jul 2023 09:53

Thank you. I will try that one. I did record the name change but well worth trying

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By Tosie
04th Jul 2023 10:00

When client tried to set up personal tax account using credit background as second means of ID she was confronted with 8 addresses asking which of these had she been identified with. She tells me no connection with any of them. Mystery deepens. Words exchanged again with helpline. They can't help as information differs from their records. Told her to write in. !!!

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Replying to Tosie:
Danny Kent
By Viciuno
04th Jul 2023 10:58

Sounds like she needs to register with the likes of Experian to check her credit file ASAP

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By IreneXU
05th Jul 2023 09:19

In our case its because the info held by HMRC is different to those provided by the client. As we can not get authorised due to mismatched info, we have to ask the client to call HMRC, and update the info first.

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By JB101
05th Jul 2023 16:24

I phone HMRC last year about a case like this.
They spent 10 minutes telling me as I wasn't an appointed agent they couldn't help.
Then, they suddenly said "Oh - I see the problem. Unfortunately I'm not allowed to tell you until you are appointed as an agent!"
Great help, thanks HMRC!

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Replying to JB101:
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By garforth
07th Jul 2023 16:42

so helpful

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By Helpful Harry
07th Jul 2023 09:44

Client is not a PD1 case is she?

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By nealmo
07th Jul 2023 09:44

How about using the fill and post form here assuming theres no self emplyment.

https://www.gov.uk/government/publications/self-assessment-register-for-...

2nd Document

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Jennifer Adams
By Jennifer Adams
07th Jul 2023 09:47

It is usually because the date of birth is wrong.

She needs to follow Viciuno's advice - check Experian.

My husband had this problem and it was only sorted out because ages ago I am down as agent (past 64-8 not the new govt gateway method). But even so he had to stand by me when I phoned and give his authority for HMRC to speak to me.

We only found out because he applied for a state pension forecast and was refused on the grounds that the info they had didnt match HMRC's.. so its important to get this sorted.

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By Mabel
07th Jul 2023 10:03

This is very interesting and the responses will help me. I am meeting with a new client next week, who has the same problem. He has tried to register & it comes ups with various addresses, to which he has never been associated with.
Thank You.

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By ingrat
07th Jul 2023 10:12

I had one rejected on basis that client gave us the wrong end letter on the NI number. Got someone helpful at HMRC who told us that by phone when we queried with them though. Client's P60 had the wrong NI number as well as that is where we got it. NICO advised the end letter didn't really mean anything but gave us a copy of his NI record so we could confirm all in order.

We did have one occasion many years ago where 2 people had the same NI number and only really when the class 2 nics disappeared for the one we dealt with for no reason. Had to show the birth certificate etc for that joy.

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By AndrenaM
07th Jul 2023 10:38

Client should contact UC to make sure details are updated - I had to do that for myself as I had never lived at any of the addresses they listed for me!
If all else fails, complete a paper form and send it in, that can sometimes “flush the system” and at least identify where the sticking point is; HMRC write back and say why they can’t action it. In my recent experience with a client it was just a slight difference in the address.

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By mydoghasfleas
07th Jul 2023 13:30

You could try ringing the SA helpline, if you can hold on until September.

Angela McDonald's response to Treasury Committee

‘Our aim is to offer the best possible customer experience at the most efficient cost to the taxpayer. Data collected during the pilot period will allow us to assess how the SA service is used, any impacts on other lines and services, customer feedback, and customer behaviour. This will include monitoring any additional contact through other HMRC telephone lines and via post.’

Well Ange, "Liar Liar pants on fire!" How can you collect data of how the SA service is used if it is incapable of being used? Simple answer, "After our pilot period we found no one had used the service so we closed it down permanently."

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Replying to mydoghasfleas:
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By garforth
07th Jul 2023 16:45

Love it. thanks for laugh on dull Friday

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By Anthony G Thorne
07th Jul 2023 20:52

E-mail [email protected] asking for the solution or get client to write to Prime Minister.

AS the saying goes start at the top and go sideways

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Replying to Anthony G Thorne:
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By Hugo Fair
07th Jul 2023 21:21

It won't be just the "Clients details not recognised" if you don't remove the errant 'e' in that email address!

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By ruth.julian
08th Jul 2023 14:12

I have found that the hiccups arise around addresses, ie:

With latest change of address, did your client change addresses on bank/savings accounts, Electoral Roll, other "official" registrations such as child benefit, universal credit, other benefits, utilities? If they don't all match up this can cause HMRC's verification systems to not recognise a taxpayer. My son had 2 UTRs issued when he started up a company because HMRC didn't recognise his long running first UTR because he had moved address/employer at the same time.

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