Working with HMRC

The ATT, along with the other major professional taxation and accountancy bodies, communicates regularly with HMRC to raise operational issues or concerns. In turn, HMRC will communicate to professional bodies details of changes to systems or processes and any concerns which they consider that tax agents need to be aware of. The aim of each party in providing feedback is to improve HMRC operations for the benefit of HMRC, agents and their clients, and the wider public.

The main route through which agents can raise general queries about HMRC systems or processes that they come across in day-to-day practice to date has been the Agent Forum, but this is due to close on 30 June 2025. In the light of the forum closure, we are looking at how we can best handle concerns raised by members. In the meantime, please let us know about problems with HMRC's systems or processes which are likely to affect multiple clients by emailing [email protected]. Where we consider that an issue should be raised with HMRC,  please note that we will need to ask you for an client ID (NINO or UTRs) and potentially screen shots of the issue, as HMRC need examples to be able to follow up the issues raised. 

For client specific issues, there are two potential routes to consider before contacting us - HMRC's Agent Account Managers (AAM) service and their new Personal Tax Query Resolution Service for Agents (PTQRS). The AAM can be used for a range of taxes when communication with HMRC has broken down. The PTQRS is a new service aimed at PAYE and Self-Assessment queries which have not been resolved within four weeks using the normal contact methods. Please note that if you have already raised a complaint about the issue, with HMRC, then neither the AAM service or PTQRS will be able to help. 

HMRC Engagement Groups 

Issues Overview Group

The Issues Overview Group (IOG) seeks to identify widespread operational issues with HMRC systems and processes that need to be escalated within HMRC for their attention. The group consists of professional bodies. Full details of the terms of reference of the group can be found on GOV.UK.

The ATT is represented on the IOG by a volunteer member in practice and one of our technical officers. The ATT's current representatives are:

  • Member volunteer: Senga Prior
  • Technical officer: Helen Thornley

Members who have concerns about widespread issues are welcome to provide feedback to Senga or Helen on [email protected].

 

Other HMRC Groups

The ATT aims to work with HMRC in a collaborative manner, representing the interests of members and the general public and acting as a ‘critical friend’ to HMRC. Representatives from the ATT attend the following HMRC groups regularly, as well as engaging with HMRC on a more ad-hoc basis. Minutes as  prepared by HMRC from the formal groups, where publicly available, can be accessed via the relevant links below.

Some of the above groups are attended by ATT volunteers. If you would be interested in such a role, please visit our volunteering page to find out more.