Contacting HMRC – service levels and chasing progress
You may have recently contacted HM Revenue & Customs (HMRC) and are now waiting for a response – for example, after sending in a form via post or requesting a refund after submitting your tax return. On this page, we explain the various tools that you can use to check the progress of your reply and how to chase HMRC, if necessary.
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HMRC have service standards but unfortunately delays and backlogs are common. Response times can vary throughout the year — for example, after the 31 January self assessment deadline or during peak refund periods. Using online services rather than post can sometimes speed up the process.
If you find yourself waiting for a response or action from HMRC, checking HMRC’s service dashboard or their reply checking tool before getting in touch with them to chase progress can give you a better idea of when you can expect your matter to be dealt with.
HMRC’s service dashboard
HMRC have created a service dashboard, to give information about which services are currently delayed, and current processing times and service levels in different areas. This tool is advertised as being for agents, however, you do not need an agent services account to access it, so really, it can be used by anyone. The service dashboard allows you to check the likely timeframe that HMRC are currently working to on a range of different matters. HMRC say that the dashboard is updated regularly.
Check when you can expect a reply from HMRC
HMRC have also developed a tool ‘check when you can expect a reply from HMRC,’ which is primarily aimed at individuals. The tool works in a similar way to the service dashboard but allows you to enter the date you contacted HMRC. The tool will then tell you when you can expect to receive a reply. HMRC say that the information in the tool is updated weekly.
When using this tool, you will be asked the following questions. Some of these are multiple choice questions and you will be given a list of answers to choose from.
- What is your query or request about?
- Why did you contact HMRC?
- How did you contact HMRC? (online or by post)
- What date did you contact HMRC?
If you can’t remember the exact date you contacted HMRC, it is fine to include an approximate date, but if you can be specific, the tool will give a more accurate result on when to expect a reply.
For individuals, the tool covers the following areas:
- Child benefit
- Corporation tax
- Construction industry scheme (CIS)
- Employers PAYE
- Income tax
- National Insurance
- Public service pensions remedy – see GOV.UK for more information
- Self assessment
- Tax credits
- VAT
Note that not all services are covered by this tool, however, it does cover many of the most common reasons that an individual may contact HMRC. For example, appealing a penalty, obtaining an income tax refund or making a complaint.
HMRC say that you should not contact them to chase progress until the date given by the tool (which is an estimate and may change) has passed. If that date has already passed, you will be told when you should have received a reply by and what you can do next.
Contacting HMRC to chase a reply
Although the dates given by the tool are only estimates, if the tool shows that you should have received a reply, you can contact HMRC for an update. You can do this by phone or by using the webchat facility.
If the dates given in the ‘check when you can expect a reply’ tool have passed, and the matter is still not resolved after chasing HMRC, you might want to think about making a complaint.
Other information
You may find our guidance pages on contacting HMRC by letter or postal form or complaining to HMRC useful.
