In response to security concerns, HMRC has ceased processing Self Assessment (SA) repayment requests through telephone and webchat services, including the Agent Dedicated Line (ADL).
How Agents Can Submit SA Repayment Claims
To request an SA repayment for a client, agents must now:
- Include the claim on the client’s tax return
- Submit the request via HMRC’s online services for agents
For agents unable to access their online account, HMRC advises contacting their Online Services Helpdesk at 0300 200 3600.
What Can Still Be Handled via Phone and Webchat?
HMRC has clarified that these services remain available for other Self Assessment inquiries, including:
- Queries about existing SA repayments, provided the expected response date (via HMRC’s ‘Where’s my reply’ tool) has passed.
- Other general SA-related concerns.
However, HMRC has noted that a small number of repayment claims may experience delays due to enhanced security measures.