Contacting HMRC

Contacting HMRC

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Has anybody lately been able to contact HMRC on the agent dedicated telephone line?

Replies (17)

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Johny Fartpants Picture
By johnny fartpants
08th Apr 2024 15:26

Ever?

I spent 30 minutes waiting to speak with the corporation tax helpline (to search for a mis-allocated payment a client made in February) and, whilst on the cusp of giving the details to the agent, my phone supplier suffered a nationwide landline outage. Its not always HMRC's fault (but usually is mind)!

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DougScott
By Dougscott
08th Apr 2024 15:31

Yes, rang at 8am.

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Replying to Dougscott:
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By philomena
08th Apr 2024 15:43

Thanks for that. PS Have found Jim Harra's e-mail address and have written to him asking why HMRC state that the average waiting time was 30 minutes yesterday (been that time for ages) and as yesterday was a Sunday how can he respond to that piece of misinformation.

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Replying to philomena:
DougScott
By Dougscott
08th Apr 2024 16:52

???? Not sure what you mean. Glad you have time to write to Mr Harra if that's going to make a blind bit of difference. And the agent line is only open Monday to Friday, not Sunday.

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Replying to Dougscott:
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By philomena
08th Apr 2024 16:54

Exactly so why put it on their recorded message?

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Replying to philomena:
DougScott
By Dougscott
08th Apr 2024 18:22

You'd have to be a bit dumb to try and ring HMRC on a Sunday.

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By K81
08th Apr 2024 15:55

twice today the first time i was answered after 7 minutes but the second time it was half an hour. both times the HMRC officer appeared to know what they were talking about so I did feel confident that my queries were answered correctly.

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By Paula@Butt
08th Apr 2024 16:27

Phoned on Friday. Recorded message gave an average wait time of 40 minutes, but the phone wasn't answered until an hour and a quarter. speaking to the HMRC agent took all of 90 seconds. Earlier in the week we were just getting cut off.

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By AlgernonB
08th Apr 2024 16:28

Yes, it's just a matter of waiting for someone to pick up. Good luck.

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By Deez Nuts
08th Apr 2024 16:34

hahahaha. Oh, wait. You're serious. Let me laugh even harder. HAHAHAHAHAHA

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By johnthegood
08th Apr 2024 16:54

try using the online chat

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Replying to johnthegood:
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By SkyBlue22
09th Apr 2024 12:19

Honestly this is the way, I find I actually get to speak to someone quicker often.

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Replying to SkyBlue22:
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By Matrix
09th Apr 2024 12:26

Agreed. They also put you through to a technical adviser. I have managed to check overlap figures during two different webchats.

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Replying to johnthegood:
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By Paula@Butt
09th Apr 2024 16:39

Seriously??? I have only ever received gobbledygook from that thing. There is an entry on a 2023 tax return for carried back relief that apparently needs amending by HMRC manually. So far webchat has talked about checking the record for payments of tax received, amending my VAT, registering for Self Assessment, logging back into the gateway to amend the return, and refuses to transfer me to a human.

I guess there is a knack to using the webchat

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Replying to Paula@Butt:
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By Roseanne1
10th Apr 2024 12:01

If you start by telling them you want to speak to an adviser they try to get you to speak to them first. If you repeat that you want to speak to an adviser, you usually get through. Sometimes they will tell you there are no advisers available but you just try again later on and usually get through to someone.

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By WhiteRose
09th Apr 2024 12:33

As it so happens I rang them this morning.
At one minute to 8 I got the 'sorry the lines are closed' message.
At 8 am and a few seconds the call connected, and I then sat through fully three minutes of various recorded messages, and then was on hold for about 25 minutes, but did eventually speak to a person.

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By jamesreeves
12th Apr 2024 13:57

It just took me an hour and a quarter to get through to an adviser on the agent dedicated line (ADL). That was after two previous attempts of over 45 mins each where I eventually just got an automated message telling me to call another time and the call was cut off.

The query was regarding a tax return submitted online in mid-December that HMRC have received but for reasons best known to themselves have not yet "captured" (?) I was advised that the matter would be escalated and I should expect to hear back by 9 July. Six months for them to process a tax return?! Dreadful. Apparently they have many thousands of tax returns that were filed on time but which they've not actually done anything with yet.

I asked why it's taking so much longer than ever before to get through on the ADL and the adviser said it's not helped by he fact that webchat is offline at present, but she also said that in effect there is no ADL any more. She told me that we as agents may have a separate phone number, but when we call we're simply added to the queue of taxpayers that have called in on the non-ADL line.

If they've let a lot of HMRC ADL staff go then even if the budget was available to re-hire them, the timescale for training them up means that sadly this problem isn't about to be resolved any time soon.

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