How do I contact HM Revenue and Customs (HMRC) about tax credits?
Contacting HMRC by phone
The main telephone number is the tax credit helpline: 0845 300 3900 (textphone 0845 300 3909). From abroad, you can ring +44 2890 538 192.
You can ring this number to:
- Ask questions about your claim
- Find out about your payments
- Tell them about a change in circumstances
- Find out why you have been overpaid
You will normally be asked for your national insurance number. This is two letters, six numbers and a final letter – for example: AB 12 34 56 Z.
You might also be asked to answer some security questions. HMRC will ask you to allow them to ask questions based on your Experian credit report. Once you have answered these questions you will be asked to set up ‘shared secrets’ to use in future calls. If you feel you need to write your shared secrets down so you don’t forget them for next time, make sure you keep the note in a safe place. If you fail the security checks, you may need to visit your nearest HMRC enquiry centre.
If you have a disability you will find more help about contacting HMRC on the first page of our section for disabled people and their carers.
Contacting HMRC in writing
If you want to write to HMRC about your tax credits for any reason, the address you use is the same in all cases – the Tax Credit Office:
Tax Credit Office
Preston
PR1 0SB
But - you will need to address the letter and envelope to a different ‘team’ depending on what it is about:
To tell HMRC about a change of circumstances:
Change of Circumstances
To ask for an explanation about why you have been overpaid or dispute an overpayment:
Dispute Team
To appeal against a tax credit decision:
Appeals Team
To make a complaint:
Complaints Team
Contacting HMRC in person
HMRC have enquiry centres that you can visit, but you are advised to arrange an appointment with them first. To make an appointment, you should ring the tax credit helpline on 0845 300 3900 (textphone 0845 300 3909). Alternatively, you can go to your nearest enquiry centre and ask for an appointment. If it is urgent, you should ask to be seen immediately.
You can find your nearest office on the HMRC website.
If you cannot get to an enquiry centre, for example because of a disability, you can request a home visit. The tax credit helpline should be able to arrange a home visit for you.
Useful tips
- Always keep a note of any telephone call or meeting with HMRC including the date, time and the name of the person you contacted along with a brief note of what was said.
- Send letters recorded delivery so that HMRC have to sign for the letter, or at least ask the Post Office for a proof of postage if you don’t wish to pay the extra for recorded delivery. Remember to keep a copy of the letter and any enclosures for yourself if you can, and put the posting receipt in a safe place.
- Keep a file with copies of all of your tax credit forms, notices and letters together with any details you used to fill in your claim and calculations of how you worked out your figures.
More information
You can find out more from the claimant section of our website:
What are tax credits?
Introduction to working tax credit
The elements of working tax credit
Tax credits – myths
Disability and Tax Credits
If you would like more detailed information you can look at our website section for advisers.
You can also find out more about tax credits on the HMRC website.
