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Reminder: HMRC Personal Tax Query Resolution Service for Agents

17 April, 2025

The ATT has received positive feedback regarding HMRC's new escalation service for agents with unresolved PAYE and Self-Assessment queries. 

The Personal Tax Query Resolution Service for Agents is an email-based escalation service for eligible PAYE and Self-Assessment queries which have not been resolved within four weeks using the normal contact methods. The contact email address can be found within HMRC's Tax agents handbook - go to 'Contacting HMRC' and 'Check progress and service levels'. 

ATT members using the service report that long-running issues have been resolved quickly and efficiently. 

Eligible queries

Before agents can use the service they must have:
•     checked the 'Where’s my Reply' tool, with at least 20 working days having passed from the reply date given by the tool, and 
•     tried at least twice to resolve the query by contacting the Agent Dedicated Line or Agent Webchat

Service targets

For agents using the service, HMRC's goal is to:

•     respond within 48 hours to acknowledge the query
•     provide an update every 5 working days by telephone
•     aim to resolve the query within 20 working days, or make an action plan if they can’t meet this target.

What agents can do to help

To help resolve queries, HMRC ask that agents:
•     provide all relevant information and documentation that HMRC ask for, including the client's Unique Taxpayer Reference number and/or National Insurance number
•     respond promptly if HMRC ask for clarification or more information
•     do not chase a query before the 20 working days have passed
•     don’t use this service to chase repayments, chase postal delays or queries relating to Making Tax Digital

The Personal Tax Query Resolution Service for Agents does not deal with complaints. Agents considering making a complaint to HMRC should consider whether the Agent Account Managers service might help, or otherwise follow HMRC's complaints process.

 

The ATT Technical Team would be interested to hear further feedback from members on their experience of using this new service. Please contact [email protected] with any experiences you wish to share.