It was announced yesterday that HMRC helplines are closing for most of the year with online only support and queries for tax, self assessment, and VAT.
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However, following an outcry from small businesses and others, HMRC has backtracked and will no longer be closing down their phone lines.
In less than a day following their initial announcement to save money, HMRC has confirmed that their helplines will remain open at all times of the year, as usual.
Originally reported on 19 March 2024
Are you tired of waiting on hold, talking to a robot hoping to get through, or pressing options in endless phone menus? Well, it won’t be a problem with HMRC for much longer as they won’t have a phone line to call for most of the year!
From 8 April 2024, HMRC is changing the way you manage your queries for Self Assessment, PAYE, and VAT during certain periods of the year.
Instead, you need to use their online services or the HMRC app.
The phone line will be open at more limited, busier times of the year.
What is changing at HMRC
HMRC is changing how its helpline works in a bid to save money.
Self Assessment helpline
From April to September, the Self Assessment phone line will be closed, and you need to use the online services instead.
From October to March, the helpline will open again.
VAT helpline
The VAT helpline will be open for five days each month, right before the deadline for VAT returns.
At all other times it’s online services only.
PAYE helpline
You will no longer be able to make calls about tax refunds, and it will be an online service only.
Other helplines are staying open as normal.
What other options are there?
The removal of access to a year-round phone service pushes us all to use HMRC online through the Gateway website or the app.
This could be for services including everything from getting your tax code, finding your National Insurance number, to resetting your online password.
Here are a few options:
- TaxAid: TaxAid is a charity that offers support and free tax advice to people on low incomes
- HMRC’s Online Guidance: This has lots of information, videos, webinars, and even a Digital Assistant to help answer your questions.
- Webchat: If the online guidance doesn’t answer your query, you can chat with an HMRC adviser online (when it’s open).
What if I need human help?
Even with these changes, HMRC promises to be there for those who can’t use online services or need a bit more help due to health or personal reasons.
They’ll be available during regular office hours.
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