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Helpline delays at HMRC

20 December 2023

From December 11 to January 31, HMRC prioritizes key queries via its self-assessment helpline. During the filing deadline, the helpline handles priority calls, while online services address other queries. This approach has been effective leading up to the January 31, 2024, deadline.

From 11 December until 31 January, HMRC’s self-assessment (SA) helpline will prioritize handling key queries. In the run-up to the filing deadline, the helpline will prioritize handling priority calls. HMRC’s online digital services, including online guidance, digital assistant, and webchat, will address other inquiries.

This move has been in place over the busy period running up to the self-assessment deadline on 31 January 2024.

HMRC states that helpline advisers will concentrate on addressing priority self-assessment queries that are not easily manageable online. Additionally, the helpline will strive to assist the small minority of taxpayers needing extra support or unable to engage with HMRC digitally.

HMRC has reported that 97% of self-assessment taxpayers utilize HMRC’s online services, filing their returns online. Queries that can be resolved much quicker online include updating personal information, chasing the progress of SA registration, ending SA registration, and checking a Unique Taxpayer Reference number.

If you have any self-assessment queries requiring assistance but cannot resolve them using HMRC’s helplines, please call.

Source: HM Revenue & Customs Mon, 18 Dec 2023 00:00:00 +0100

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