RTI - how to resolve queries

HMRC have sent us the following information, explaining how they consider employers or agents can best try to resolve queries on RTI from 6 April.

HMRC report that:

‘As reporting PAYE in real time becomes business as usual from 6 April, it is no longer appropriate for HMRC to retain the dedicated e-mail box for pilot employer queries as a route for contact from employers. The dedicated phone line will also close at the same time.

From 6 April, we want employers to follow our usual processes. This means that they should use our online guidance at www.hmrc.gov.uk/rti before they contact us. This is in line with our strategy and will provide appropriate contact routes.

If the employer is not able to resolve their query in this way, they should call:

  • their software provider
  • the Employer Helpline for PAYE process issues, or
  • the Online Services Helpdesk for software and technical filing issues.

Contact details:

  • Online Services Helpdesk: 0845 60 55 999 
  • Employer Helpline: 08457 143 143'

Technical Team 

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