How to Contact HMRC

HM Revenue and Customs (HMRC) serves as the primary tax authority in the United Kingdom, overseeing tax collection, administration, and compliance for individuals and businesses alike. People frequently need to contact HMRC for a variety of reasons, including managing Self Assessment, tax credits, VAT, National Insurance, and more.

This guide covers the main reasons for contacting HMRC, the available contact methods, and some guidance on what to expect when reaching out.

Reasons to Contact HMRC

1. Self Assessment

One of the most common reasons people contact HMRC is for assistance with Self Assessment, the process by which self-employed individuals, landlords, and others who do not have tax automatically deducted report their income and calculate their tax obligations. Common queries include filing deadlines, online account issues, amending a return, or payment arrangements.

2. Tax Credits

Tax credits, including Working Tax Credit and Child Tax Credit, provide support to eligible individuals based on income, family composition, and other factors. Contacting HMRC can help you verify eligibility, adjust your claim, or report changes in your circumstances, such as income adjustments or a change in household size, which may affect your tax credit amount.

3. Child Benefit

Child Benefit helps families support children under 16 or, in some cases, older if they are in full-time education or training. HMRC can assist with new applications, adjustments due to changes in family circumstances, or to stop Child Benefit payments if your circumstances change.

4. Income Tax (including PAYE)

If you are employed, your Income Tax is typically managed under the Pay As You Earn (PAYE) system, where tax is automatically deducted from your wages. You might need to contact HMRC if there are discrepancies in your tax code, if you’re entitled to a tax refund, or if you have multiple sources of income that affect your tax obligations.

5. Employers’ PAYE

Employers need to register with HMRC for PAYE (Pay As You Earn) to handle tax deductions for their employees. HMRC can provide guidance for employers managing payroll taxes, calculating employee tax codes, and ensuring compliance with UK tax laws.

6. National Insurance

National Insurance (NI) contributions go towards funding state pensions and other benefits. If you have questions about your NI number, contribution requirements, or need assistance in understanding how NI affects your eligibility for benefits, HMRC provides support for individual and employer inquiries alike.

7. VAT (Value Added Tax)

VAT is a tax on goods and services that businesses charge customers, which HMRC then collects. Businesses may need assistance with registering for VAT, filing returns, or resolving VAT disputes. Contacting HMRC can provide clarity on VAT rates, exemptions, and adjustments, especially for businesses that operate in the EU or have complex transactions.

8. The Construction Industry Scheme (CIS)

The CIS is a special tax arrangement for businesses in the construction sector. Both contractors and subcontractors may need to contact HMRC for guidance on CIS registration, calculating deductions, and ensuring compliance. Additionally, HMRC can assist in resolving issues regarding tax rebates and deductions under this scheme.

9. Suspicious Emails from HMRC

If you receive emails claiming to be from HMRC that seem suspicious, you should report them immediately. Fraudulent emails attempting to obtain personal or financial information, known as “phishing,” can have serious consequences. HMRC takes these incidents seriously and provides contact options to report any suspicious emails, messages, or phone calls.

10. Help with Online Services

HMRC’s online services allow you to manage your tax affairs conveniently. However, technical issues such as lost user IDs, forgotten passwords, or issues with activation codes can arise. For these situations, HMRC offers specific support to help users securely regain access to their online accounts.

11. Other Taxes and HMRC Services

In addition to the main tax areas, HMRC provides services for other types of tax, including corporation tax, inheritance tax, and capital gains tax. Whether you’re a business or an individual, HMRC can assist with these taxes and provide guidance for specific circumstances or transactions that fall under these categories.

Contact Methods

HMRC offers several ways to get in touch depending on your issue, preference, and needs:

1. Online Forms and Webchat

HMRC provides online forms for various types of inquiries, allowing you to send requests directly through their website. Webchat services are available for select services and are ideal for quicker responses and simple questions. This option is particularly useful for people with straightforward questions or if phone lines are busy.

2. Telephone

HMRC helplines are tailored for specific topics, such as Self Assessment, tax credits, or VAT. When calling, it’s best to have your National Insurance number, Unique Taxpayer Reference (UTR), or other relevant details ready to ensure efficient service. Keep in mind that peak hours may result in longer wait times, so calling during off-peak hours, such as early mornings or later in the afternoon, may yield faster service.

3. By Post

In cases where documents need to be sent, such as supporting evidence for tax credits or Child Benefit applications, HMRC accepts postal submissions. Although postal service can be slower than online or phone communication, it’s an option for formal documentation or where a written record is necessary.

4. Extra Support

For individuals with disabilities, health issues, or personal circumstances that make it difficult to contact HMRC, additional support is available. HMRC can provide help through alternative communication methods, including accessible formats for correspondence and interpreter services if needed.

5. Welsh Language Services

HMRC offers services in Welsh to accommodate Welsh-speaking individuals. You can request assistance in Welsh for tax queries, VAT, excise duties, income tax, Self Assessment, and more. Simply ask for Welsh-language support, and you’ll be directed to the relevant assistance.

6. Making a Complaint

If you’re dissatisfied with the service provided by HMRC, you have the right to make a complaint. You can reach out through the relevant helpline or file a complaint online. HMRC has a structured complaint process that includes steps to investigate the issue, and you may be entitled to a response or corrective action depending on the complaint’s nature.

Separate Complaint Processes

• Online Services Complaints: If your complaint relates specifically to HMRC’s online services, such as access or functionality issues, there’s a dedicated process for reporting these problems.
• Reporting Staff Misconduct: In rare instances where you believe HMRC staff have acted inappropriately, you can report serious misconduct through a separate process, which is handled with confidentiality and a formal investigation process.

Common Queries and HMRC Support Resources

HMRC provides extensive online resources for some of the most common questions and topics. Here are some specific areas where you can find detailed information on their website:

• Personal Tax Account: This online account allows you to manage your tax information, check payments, track returns, and update personal details. Sign in or set up your account to streamline your communication with HMRC.
• Changes to Your Business: For business owners, keeping HMRC informed of major changes, such as address updates or changes in business structure, is essential. HMRC’s online services make it easy to report these updates.
• Help Paying Taxes: If you’re struggling to pay your tax bill, HMRC offers resources on payment plans and advice on what to do if you cannot meet your obligations. Early communication with HMRC can help prevent additional penalties or interest.

Important Contact Details and Resources

To help you reach the right department, here are some key HMRC contact numbers:

• Self Assessment Helpline: 0300 200 3310 (for general queries about Self Assessment, including registration and filing)
• Tax Credits Helpline: 0345 300 3900 (for questions on Child Tax Credit and Working Tax Credit)
• Child Benefit Helpline: 0300 200 3100 (for assistance with Child Benefit applications, payments, and reporting changes)
• Income Tax Helpline (PAYE): 0300 200 3300 (for questions on PAYE, tax codes, and income tax)
• Employers’ PAYE Helpline: 0300 200 3200 (for employers with questions about payroll, tax deductions, and compliance)
• National Insurance Helpline: 0300 200 3500 (for National Insurance contributions, NI numbers, and records)
• VAT Helpline: 0300 200 3700 (for VAT registration, returns, and general inquiries)

For individuals unable to call, webchat, online forms, or postal addresses are also available on HMRC’s website. Additionally, the online personal tax account is a powerful tool for managing most personal tax needs without needing to call.

Conclusion

Getting in touch with HMRC may seem overwhelming due to the broad range of services and inquiries they manage. However, they offer a variety of contact options to meet the needs of both individuals and businesses. Whether you’re managing your own taxes, applying for Child Benefit, or handling employer responsibilities, HMRC’s helplines, online forms, and other resources make it easy to get help. For complex matters or additional support, don’t hesitate to reach out using the appropriate contact method, and take advantage of online resources to streamline your tax management and make informed decisions.