HMRC have stopped issuing Self Assessment repayments over the telephone, webchat and the Agent Dedicated Line (ADL). According to the Institute of Chartered Accountants in England and Wales (ICAEW), HMRC have quoted 'security concerns' for the suspension.
While agents can make all other Self Assessment queries through these channels, new claims for repayments must be filed online through their services for agents' account or on a tax return.
HMRC add that queries about existing repayments that have passed the date given by their Where’s my reply tool, should still be able to access that information over the phone or through webchat. They add that additional security controls may make accessing the services slightly longer.
The ICAEW warns, however, that some HMRC staff are telling agents that queries on repayments already claimed should be made in writing. This is not HMRC's official policy.
Agents unable to access their online account are advised to contact HMRC's online services helpdesk on 0300 200 3600.
HMRC says that it has taken this action because of a rise in fraudulent repayment requests, but it was unclear whether HMRC will accept new SA claims over the telephone or webchat in the future.
Useful guides on this topic
Changes to HMRC telephony agent services
From 7 October 2024 HMRC is introducing changes to its telephone and online service for agents handling Self Assessment (SA) and PAYE queries including a new option for chasing tax repayments.
Setting up as a tax agent
What do you need to consider when setting up as a tax agent? What are the steps? How do you register with HMRC?
Personal Tax Account
What is a Personal Tax Account? How do I get one? What can I do with it?
External links
ICAEW: Self assessment repayments must be claimed online
HMRC digital services: Where’s My Reply?
