How Do You Get Through to HMRC PAYE Helpline?

andybrodie

My wife received 4 baffling separate Coding Notices dated 16th January. She tried ringing the 0845 3000 627 helpline but gave up after holding on for 15 minutes. I assume the old face-to-face enquiry offices are long gone.
Is the simplest thing to write in with a complaint/ appeal to HMRC to find out what's going on?
It's well hidden, but it seems that she can appeal to an independent tribunal.
Seems a bit daft when all she needs is a helpline that works and preferably doesn't charge premium rates, but is simplest thing just to appeal to the tribunal and see if the appeal papers that HMRC has to produce explains what's happening?

suso

If the coding notices are for 2012/2013 then wait a week, when the self assessment deadline has passed away and more staff are available on the PAYE helpline,

currently most staff are dealing with enquiries relating to self assessment, where approx 200,000 returns a day are being submitted.

Its a bit early to be talking about tribunals, unless you are chrismac1,

Lovelyjoolz

I generally have more luck getting through if I call around 8:30am, but even then you're looking at a 10-15 minute hold time. That's if you haven't topped yourself while going through the automated menu system.

As suso said, don't bother trying to call this week because you'll be on hold for ages. Unless you have a particular love for their dreadful hold music!!

System

andybrodie wrote: »

I assume the old face-to-face enquiry offices are long gone.

No - http://www.hmrc.gov.uk/enq/main.htm

and - http://www.hmrc.gov.uk/enq/nireland.htm

andybrodie

Thanks to the 2 people who posted, for the useful info.

My wife had to go through 15 minutes of premium rate call centre waiting hell, so I've put my complaint in. If HMRC know the helpline's about to be swamped by the 31 Jan deadline, why send out coding notices just before then?

There's only 30 days from a decision to appeal, so I've sent in a combined complaint/ appeal letter to HMRC and said I'll wait 21 days before referring it to a tribunal. If I do, I expect first thing that will happen is I'll get bundle stating HMRC's case, which will at least finally get me an explanation. Before I do that I'll try tax enquiry office in Liverpool, but remember last time it was just a room with a phone and a security guard - at least it will save her the premium rate.

Thanks again.

chrismac1

Andybrodie, I like your style! Your post suggests you were hoping for an efficient, courteous, professional tax service which is practically unheard of in any aspect of HMRC. However, such services do still exist - in the Republic of Ireland, for example.

You have correctly identified the fact that they pay more attention to Complaint Cases. Your hope that you'll get papers from HMRC explaining their case for the Tribunal may be disappointed - however, if you make your case in the Tribunal that you should have any fines quoshed and the most favourable notice of coding, you may well find HMRC toss their hand in at the Tribunal without filing papers.

VfM4meplse

I got through to the line almost instantly when I tried at about 4.30pm on Monday, knowing that the lines get super-busy 5-8pm when people get back from work. Having said that I wouldn't have bothered if I didn't get free 0845 calls from VM.

agrinnall

andybrodie wrote: »

My wife had to go through 15 minutes of premium rate call centre waiting hell, so I've put my complaint in. If HMRC know the helpline's about to be swamped by the 31 Jan deadline, why send out coding notices just before then?

0845 numbers are not premium rate, they may be included in your calling plan but if they aren't then from a BT residential landline they are charged at 4.032p per minute during the day.

See page 19 in the tarrif guide.

http://www.productsandservices.bt.com/consumer/assets/downloads/BT_PhoneTariff_Residential.pdf

Mikeyorks

andybrodie wrote: »

There's only 30 days from a decision to appeal, .

Pure fantasy. The P2 is not an HMRC 'decision' ...... as most employees no longer get one.

If you think that any of the information on your PAYE Coding Notice is wrong (for example, because your circumstances or income have changed, or HMRC has made a mistake) please contact HMRC. If the amounts are incorrect you could end up paying too much or too little tax. You'll find the contact details for HMRC on your Coding Notice. You can also search for them online below.
If anything is incorrect HMRC will issue a new Coding Notice and tax code.
Please contact HMRC if you need further explanation of any of the figures on your Coding Notice.

dampsquib

agrinnall wrote: »

0845 numbers are not premium rate, ....

I know what you say is correct, but I'm with andybrodie, I regard all numbers that charge me extra to ring them as "premium rate" numbers. I hate them, and will always do my best to avoid them using alternative numbers off the saynoto0870 website, or email, or snail-mail, or whatever. I even sent a new credit card back recently, as you couldn't even activate it without ringing an 0871 number.

Lovelyjoolz

The problem with putting anything in writing to HMRC is that they take a minimum of 4 weeks just to read the letter.

0845 numbers are not premium. And after today, you'll probably get through within a few minutes, especially if you try before 9am.