HMRC agent escalation and resolution services
Source: gov.uk (2025-11-07)

Track the progress of your query and when you can expect a reply, using HMRC's service dashboard, the Personal Tax Query Resolution Service, 'Where's my reply?' tool and the Agent Account Managers service.

HMRC’s service dashboard for agents

Use HMRC’s service dashboard (https://www.gov.uk/guidance/check-hmrcs-current-performance-and-service-levels) to check current processing times and service levels for post and online requests.

Use HMRC’s service dashboard to check:
- current performance and service levels
- processing dates
You can find out about our service levels for:
- agent services
- Corporation Tax
- Income Tax
- Inheritance Tax
- Self Assessment
- tax credits
- VAT
‘Where’s my reply?’ for tax agents

Find out when you can expect to get a reply from HMRC (https://www.gov.uk/guidance/wheres-my-reply-for-tax-agents) to a query or request you have made.

You can use this tool for queries or requests you’ve made about:
- Child Benefit
- Construction Industry Scheme (CIS)
- Corporation Tax
- employers’ PAYE
- Income Tax
- National Insurance
- Self Assessment
- tax credits
- VAT
As an agent, you can also check how long it will take HMRC to:
- register you as an agent to use HMRC online services
- process an application for authority to act on behalf of a client
- amend your agent details
Personal Tax Query Resolution Service for Agents

The Personal Tax Query Resolution Service for Agents is specifically for PAYE and Self Assessment queries for individuals that our Agent Dedicated Line or Agent Webchat haven’t resolved. This service is not available for employer related queries or queries involving repayments.

Before you can use the service you must have:
- checked ﻿‘Where’s my Reply’ (https://hmrc.imicampaign.uk/externalaccessweb/TrackURLSrv?campaignkw=notrack&linkid=17417692810782&tid=cc-1_1741772225722409211&signature=E2D007A44852CE5693D42C2B7FB68E0F) tool, with at least 20 working days having passed from the reply date given by the tool
- tried at least twice to resolve the query by contacting the Agent Dedicated Line or Agent Webchat
- not already initiated a complaint with HMRC related to the query
In response, we will:
- contact you within 48 hours to acknowledge the query
- provide an update every 5 working days by telephony
- aim to resolve your query within 20 working days, or make an action plan if we can’t
How you can help

To help us resolve queries within the set timeframe, please:
- provide all relevant information and documentation
- respond promptly if we ask for clarification, or more information
- don’t chase a query before the 20 working days have passed
- don’t use this service to chase repayments
Check if you can use the The Personal Tax Query Resolution Service for Agents by accessing the ‘where’s my reply (https://www.gov.uk/guidance/wheres-my-reply-for-tax-agents)’ tool.

Your feedback is important to us

We’ll review and improve the new service regularly to make sure we’re meeting agents’ needs. So it’s important you give us your feedback once we’ve resolved a query.

Agent Account Managers service

The Agent Account Managers service (AAMs) (https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.gov.uk%2Fguidance%2Fagent-account-managers-in-hmrc&data=05%7C02%7Claura.mcbride%40hmrc.gov.uk%7Cacd054de94cc4d43b3fd08de10883b84%7Cac52f73cfd1a4a9a8e7a4a248f3139e1%7C0%7C0%7C638966374459334401%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=zAOzwfSq5D1uYShyRG%2FE9WU2IAk8DcgZC%2Bac8SNzIO0%3D&reserved=0) helps to resolve ongoing queries relating to all tax areas including Self-Assessment, PAYE, VAT, Corporation Tax, and more, that our standard communication routes haven’t resolved. This includes repayment chasing.

The service cannot provide technical advice or interpret tax legislation and can’t be used to help resolve queries if a formal complaint has already been made.