From 31 March 2025, HMRC will launch a new escalation service for tax agents and accountants facing long delays with PAYE and self assessment queries.
The service is designed to support cases where agents have tried and failed – at least twice – to resolve an issue via the dedicated agent helpline or webchat. The query must be over four weeks old, and agents must use HMRC’s ‘Where’s my reply?’ tool. The issue can be escalated if 20 working days have passed since the tool’s expected response date.
Agents can email a dedicated HMRC team, although the address won’t be published until the service goes live. HMRC has committed to acknowledging queries within 48 hours and providing progress updates by phone every five working days. The stated aim is to resolve escalated cases within 20 working days.
To avoid delays, agents must have all relevant information ready and respond promptly to contact from HMRC officers.
According to HMRC’s latest agent update, the new service is meant to step in when the usual channels fall short. It’s hoped this will relieve agents and clients dealing with long-standing queries.
James Murray, Exchequer Secretary to the Treasury, commented:
“As part of this Government’s commitment to partner and learn from industry, HMRC will launch a new service to provide an escalation route for agents with self assessment and PAYE queries which are over four-weeks old.”
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