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make a note of this HMRC email address

make a note of this HMRC email address

I have recently been speaking to a charming experienced and intelligent person at HMRC about two problems with their records showing the wrong RTI figures despite my submissions being correct. One of these problems goes back 3 years and has been the source of hours and hours trying to sort the problem with quite stupid people elsewhere. As it's taken me 9 months to get that problem resolved I asked if there was an easier way of doing things.
I've been told that if you have problems on rti there is an email address to request someone to call you back. I asked if it would take 9 months for a reply. Apparently it won't, but I'll believe it when I know it to be true. Here's the email address:

disputedchargequeries.nic&[email protected]

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18th Aug 2017 15:30

Y'know, I'm going to try it now, having spent 10 minutes on the phone to their bloody robot listening to a pile of pointless diatribe, and then being told they have queues of 10 minutes, I figured it wouldn't be fair to anyone to answer the phone to me this afternoon, the mood it all put me in.

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to SteLacca
18th Aug 2017 16:26

It would be lovely to hear a) whether that email address works and b) whether you can sort things out efficiently this way

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to Moonbeam
19th Aug 2017 16:58

I'll report back if and when I get a reply.

I did also include a complaint about the automated damned idiotic robot.

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18th Aug 2017 16:51

If RTI issues can finally be resolved with HMRC through this address you are a god Moonbeam!

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18th Aug 2017 17:45

This I must try!!
Every single one of my submissions have been correct but every one has something missing or wrong. E.g I've submitted a years worth of RTI for one client and received acknowledgements and not one submission is shown.
When I finally got through to someone I was told to send to the Online services helpdesk - which I did using a zip file. They replied saying it was too big for their software to open.
Says it all really.

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18th Aug 2017 21:35

The main problem I've found in dealing with HMRC's different figures from rti submissions is that the staff you speak to initially are so b. hopeless. The person I spoke to from dispute resolution knew exactly what to ask and within 5 minutes had identified the problem employee.
This employee's YTD tax from his P45 had not been picked up by HMRC from my perfectly correct rti submission in March 2015 (or it was correct to look at). I said they should correct it as I had done nothing wrong. When they asked what software I was using, I said Sage software and they said that there was a "known issue" of this sort of thing going wrong in March 2015 and I should just ring Sage to help me get it right.
Talk about blood boiling - I nearly exploded. Sage payroll software bugs are well known about, but it is difficult to know what the next bug is going to be if they don't tell you. Sage are very fond of the "known issue" term. It means they know about it and are going to do b.a. about it and will never inform you until you notice it.
I was told I must put this right by using the wretched HMRC tools option. It actually didn't take me very long to do, and I thought the sooner I could get it done, the lower my blood pressure would be.
Oh dear, I'm feeling angry again!
Good luck to everyone else in trying to sort out queries we should never have had in the first place. I can only assume the ordinary small company payroll person would have no idea where to start with this sort of thing.

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21st Aug 2017 11:40

Well, very impressive.

I sent the email on Friday afternoon, and they have called me back this morning, having already identified (most of) the problems, and the remaining bits we can sort out once the fixes propagate through the system.

Not often I compliment HMRC, but that team seem to know their stuff. I did warn them to expect increased email traffic, which they are quite happy about.

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to SteLacca
21st Aug 2017 13:48

I'm really pleased to hear that news. I just hope they keep the team for when the rest of us need them!

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to Moonbeam
21st Aug 2017 14:35

It's a shame AWeb doesn't have "sticky" posts. This is one that would deserve to be stickied to enable others to find it quickly.

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21st Aug 2017 17:09

Does this only do RTI, or will it also do e.g. CIS and other "payroll" related queries?

We got a communication telling us tha the CIS submission had an error, (of course it hadn't from what we could see), the CIS help desk couldn't help, suggested Online services who comfirmed nothing wrong as far as thjey could see but that CIS hel[pdesk had to wait 3 days for their update to be able to view it. TBH i haven't bothered checking back with the helpdesk to see. But if this worked it would be a lot better.

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to Democratus
21st Aug 2017 18:01

Give it a go and let us know!

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to Democratus
22nd Aug 2017 08:49

The one I was dealing with had both PAYE and CIS, though I'm not so sure that they have full visibility on the CIS. When we were confirming the annual figures due for 16/17 she only quoted the PAYE.

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to Democratus
22nd Aug 2017 11:31

I am just about to send the e.mail. I'll keep you all posted.

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to Democratus
24th Aug 2017 12:16

I had a call this very morning from a nice lady, she, unfortunately, couldn't see what was wrnog as it all looked OK save for our verification No from them onto Sage had an A at the end whereas theirs didn't.

But nice efficient service.

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