Track HMRC contact like passport applications, says ATT

While taxpayers can track applications through other government services – such as the Passport Office – there is no easy way to confirm whether HMRC has processed a tax return, claim or piece of correspondence, or to see where it sits in the system.

ATT’s members have reported that this lack of transparency is a major cause of progress-chasing, with taxpayers and agents forced to phone HMRC simply to check whether something has been received or lost. This adds pressure to already stretched helplines and slows down the resolution of genuine issues.

As part of its recently published “top ten asks” for the tax system in 2026,¹ the ATT is calling for a simple digital tracking system, which would:

• acknowledge receipt of correspondence with a reference number
• show indicative specific turnaround times, instead of generic information
• provide status updates as cases progress

Jon Stride, chair of the ATT’s Technical Steering Group, said:

“You can track a passport application from start to finish, but not a tax return or repayment that may be worth thousands of pounds. Giving taxpayers and agents greater visibility would reduce uncertainty, cut down on progress-chasing and free up HMRC resources.

“There are delays in HMRC turning around correspondence, returns and claims submitted on behalf of their clients. When HMRC has not actioned the correspondence, return or claim within a reasonable timeframe, it is not known whether it is still being dealt with or has been ‘lost’ in the system.

“A progress tracking system could also enable HMRC to make significant improvements in customer service. Telephone lines, which are often under immense pressure, would only need to be used by those taxpayers or agents with more complex matters as there would be no need to call HMRC to progress chase in most cases.”

Notes:

1. Read the full recommendations.