A reminder that agents can use these for any call to HMRC
The Tax Faculty would like to remind agents dealing with personal tax clients that they can use the Agent Dedicated Lines for all telephone calls to HMRC, whether the call is about something straightforward, like a tax code change, or a more complex enquiry. These lines have been introduced by HMRC to help agents’ dealings with HMRC to be as efficient as possible.
All HMRC Contact Centres that deal with self assessment and PAYE for individuals (including partnerships) now offer a Dedicated Line for agents. The HMRC website provides a list of the numbers to use and all calls will be:
- given priority and answered faster
- put through to an adviser who has at least 12 months’ experience
- transferred to technicians if necessary to ensure wherever possible that your query is answered during your first call.
Members have reported that the facility to have their call transferred to someone who has more technical knowledge is very useful and often means that a call-back is not necessary. You should however be aware that if the matter relates to post that has not yet been dealt with, HMRC staff will not be able to see that correspondence, only send a request for it to be dealt with.
The Agent Dedicated Lines replace the Agent Priority Lines, which many practitioners may recall were introduced by HMRC several years ago. Agents were initially asked to use these numbers only for more complex issues or where they had been unable to get through on the usual Contact Centre numbers. But as noted above, the Agent Dedicated Lines can now be used for any calls, not just complex or urgent ones.
There is also a nationwide Agent Priority number for agents dealing with tax credits claims, 0845 300 3943.
Agents are of course free to use the main Contact Centre numbers, but you may find the Agent Dedicated Lines more suited to your needs. Note that the Dedicated Lines are just for agents and HMRC will want to verify that callers are authorised to deal with HMRC on the client’s behalf.
More general information for agents and advisers about how to contact HMRC can be found at Contacting HM Revenue & Customs agents and advisers.