HMRC’s new personal tax query resolution service for agents is now live, offering representatives a quicker way of chasing up unanswered queries to HMRC’s helplines. Before using the service, agents must check the ‘where’s my reply tool’, with at least 20 working days having passed from the reply date given by the tool; and must have tried at least twice to resolve the query by contacting the agent dedicated line or agent webchat. In response, HMRC will contact them within 48 hours to acknowledge the query, aim to resolve the query within 20 working days and provide an update every five working days by phone.
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