Check your Personal Tax Account first
Most people call HMRC before checking whether the Personal Tax Account would have answered the question in two minutes. It handles the most common queries — checking your tax code, viewing your NI record, claiming an overpayment, updating your address — without any wait time. Personal Tax Account on GOV.UK.
Before you call: what to have ready
Whichever helpline you use, have these ready before you dial:
- Your National Insurance number (on your payslip, P60, or through the Personal Tax Account)
- Your UTR (Unique Taxpayer Reference) if you are self-employed or file Self Assessment
- Any reference number on the letter or notice you are calling about
- The dates and amounts involved in your query
- A pen and something to write on — HMRC will give you a reference number for the call
Being prepared cuts the call time significantly. HMRC advisers cannot proceed without your NI number.
HMRC helplines by department
HMRC has separate helplines for different tax areas. Phone numbers change periodically. The current number for each helpline is always on GOV.UK's contact HMRC page — use that rather than any number from an email, third-party website, or this page.
Income Tax (PAYE) For queries about your tax code, an overpayment or underpayment, or a P800 tax calculation you have received. HMRC Income Tax contact page on GOV.UK.
Self Assessment For queries about your Self Assessment return, UTR number, or payments on account. HMRC Self Assessment contact page on GOV.UK.
National Insurance For queries about your NI record, qualifying years, voluntary contributions, or NI number. HMRC National Insurance contact page on GOV.UK.
VAT For queries about VAT registration, returns, or payments if you are registered for VAT. HMRC VAT contact page on GOV.UK.
PAYE for employers If you run a payroll and have a query about PAYE calculations, PAYE online, or an employee's code. HMRC employers contact page on GOV.UK.
Tax credits Tax credits are being replaced by Universal Credit, but if you are still on tax credits, HMRC manages them. HMRC tax credits contact page on GOV.UK.
Child Benefit Child Benefit is also administered by HMRC, not the DWP. HMRC Child Benefit contact page on GOV.UK.
Wait times: an honest assessment
HMRC phone lines are among the most congested in government. During peak periods — the weeks before the 31 January Self Assessment deadline, early April after the new tax year starts, and Monday mornings year-round — waits of 45 minutes or more are not unusual.
The best times to call are typically mid-week (Tuesday to Thursday) and in the morning from around 8:30am. Wait times are often shorter in summer months (July and August) when Self Assessment traffic drops.
If you are put on hold and the wait is too long, try again. The Personal Tax Account and HMRC app handle most routine queries without any wait at all.
Webchat
HMRC offers webchat for some query types, but availability is limited and varies by department and time of year. Webchat is not always open even during normal office hours. When it is available, it is faster than phone for straightforward queries.
You can check whether webchat is currently available for your query type through GOV.UK contact HMRC. Look for the webchat option on the relevant helpline page.
Writing to HMRC
Some situations require written correspondence rather than a phone call: formal objections to assessments, requests for a statutory review, or queries where you want a written record of HMRC's response.
The address to write to depends on which part of HMRC you are contacting. GOV.UK lists the correct address for each department on the relevant helpline page. Always include your National Insurance number and, for Self Assessment matters, your UTR on every page of your letter.
HMRC's target for written correspondence is 15 working days, but in practice it often takes longer. If you have not received a reply after 8 weeks, you can chase by phone or use HMRC's online complaint service.
If you have been waiting a long time for a response
If HMRC has not responded to a letter, form, or repayment request within a reasonable time, you have options.
First, check your Personal Tax Account — repayment requests are often processed there before a confirmation letter is sent.
If there is still no resolution, call the relevant helpline with your query reference. For formal complaints about HMRC's handling of your case, use HMRC's complaints process on GOV.UK. If HMRC's response to a complaint is unsatisfactory, you can escalate to the Adjudicator's Office, an independent body that handles disputes between taxpayers and HMRC.
We'll flag when HMRC changes its contact routes or introduces new online services.