HMRC Escalation Service
In response to ongoing concerns about service delays and unresolved tax inquiries, HM Revenue & Customs (HMRC) is launching a new escalation service aimed at assisting tax agents with persistent PAYE (Pay As You Earn) and Self-Assessment issues.
This initiative, set to commence on 31 March 2025, seeks to enhance the resolution process for complex tax queries that have not been adequately addressed through standard communication channels
Delays in Resolving Tax Enquiries
Tax professionals and their clients have faced increasing challenges in resolving tax matters due to extended wait times and communication hurdles with HMRC.
Details of the New HMRC Escalation Service
The forthcoming escalation service is designed to provide tax agents with a structured pathway to address unresolved PAYE and Self-Assessment queries. To be eligible for this service, agents must:
Utilise Existing Tools: Consult HMRC’s "Where’s my Reply" tool and allow at least 20 working days to pass from the indicated reply date.
Attempt Resolution Through Standard Channels: Make at least two attempts to resolve the issue via HMRC’s Agent Dedicated Line or Agent Webchat.
Once these steps have been taken without satisfactory resolution, agents can escalate the matter by emailing a dedicated mailbox, the details of which will be available on GOV.UK starting 31 March 2025.
HMRC Escalation Service Procedure
Upon receiving an escalated query, HMRC pledges to:
Acknowledge Receipt: Contact the agent within 48 hours to confirm receipt of the query.
Provide Regular Updates: Offer updates every five working days via telephone.
Strive for Resolution: Aim to resolve the query within 20 working days. If resolution within this timeframe is not feasible, HMRC will develop an action plan to address the issue.
Agent Responsibilities
To facilitate a timely resolution, HMRC requests that agents:
Supply Relevant Information: Provide all necessary documentation and details as requested.
Respond Promptly: Address any HMRC inquiries or requests for clarification without delay.
Exercise Patience: Refrain from following up on the escalated query before the 20 working days have elapsed.
It is important to note that this service is not intended for chasing repayments, addressing postal delays, or handling queries related to Making Tax Digital.
Unresolved Self-Assessment and PAYE queries
The new HMRC escalation service represents progress in addressing longstanding issues related to unresolved personal tax queries. By establishing a clear and structured process for tax agents to escalate complex cases, HMRC aims to improve communication, reduce delays, and enhance overall service delivery. As this service rolls out, feedback from tax professionals will be crucial in assessing its effectiveness and identifying areas for further improvement.
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