HMRC Complaint: What Can I Do?

lunebands

Hello, first post and couldn’t find a more appropriate category but please move this if necessary.

I have a deduction in my personal allowance this tax year (26-27) and I have no idea why. It’s a significant amount of money to me. My account also doesn’t seem to have any additional information on the deduction.

I tried to call HMRC over this three times, and each time after being on hold for around an hour they hung up (or lost connection, it played the ‘thanks for calling’ type outro each time not sure if that happens when they lose connection?) almost immediately each time after I got through. I gave up and typed a complaint as it felt like the only way I’d have a chance of finding out why I’m losing additional money.

It has been two months since I complained and I’ve heard nothing - I was really hoping it would be sorted before the tax year rolled over. They have a feature that’s supposed to ‘check when you should hear a response by’ and I should’ve heard a response 3 weeks ago at the latest it seems.. I looked up how to follow up if they aren’t responding and people were suggesting their chat service and contacting your MP. I’ve tried the chat service several times during working hours and there hasn’t been an advisor available at any time. I emailed my MP and didn’t get a reply (not sure it would be their problem anyways?)

I didn’t really want to have to continue calling as that’s part of the reason I complained - do I have any other options or do I have to bite the bullet and pray it doesn’t get disconnected again?

Thanks in advance!

eskbanker

If you don't already use the online personal tax account facility then this would be worth activating, and would allow you to see the breakdown of your tax code without having to queue on the phone.

What exactly does your coding notice say about the reduction?

Dazed_and_C0nfused

https://forums.moneysavingexpert.com/discussion/6663244/hmrc-complaint-what-can-i-do

Your post is a bit confusing. If the tax code is for 2026/27 how can you already be "loosing additional money".

You might get the answer here in 5 minutes but as you haven't bothered to tell us what this deduction is it's a bit tricky for any of the knowledgeable people to help you.

Tax is all about the detail and at the moment you haven't given us the detail.

Intoodeep

Just guessing it will be an amount of estimated Untaxed Interest receivable ?

Vitor

If you're not seeing the information from online personal portal, and a written Tier 1 complaint hasn't been answered within HMRC target, then escalate to Tier 2 complaint. If still no joy escalate, to the Adjudicator's Office.

Complain about HMRC - GOV.UK

sheramber

The best time to phone is as soon as lines open to be at the front of the queue.

Sometimes you get an answer just before then as some officers may start work early.

However if you can share what figures are on your coding notice- a bailable in your personal tax account if you do not have a paper copy- someone may be able to help you.

lunebands

https://forums.moneysavingexpert.com/discussion/comment/81954559#Comment_81954559

The personal tax account is where I found out about the deduction, I had received an email from HMRC that suggested I check my code is right. My code is a set of numbers that represent the value of my personal allowance (I don’t want to post the exact number publically, but it’s lower than the default value), and then L. I don’t see any other information on the account about why this deduction has taken place - just that it’s deducted.

lunebands

https://forums.moneysavingexpert.com/discussion/comment/81954563#Comment_81954563

What I mean by that is that with the tax year rolling over, there will be more income tax than there should be taken as my personal allowance is lower than I believe it should be.

There is a deduction in my personal allowance, I’m not sure what other information to provide as the entire point of me contacting HMRC is that I have no idea why there’s a deduction as they haven’t told me. Is there any specific information that you think I’ve missed? I’d be happy to provide, but I’m not really sure what you’re looking for and your post is fairly condescending.

molerat

Your tax code is hardly a state secret. My on line account states exactly what the deductions from the allowance are, some descriptions may be a bit cryptic but there will be one against each deduction. So what does yours state ?

lunebands

https://forums.moneysavingexpert.com/discussion/comment/81954579#Comment_81954579

I don’t have enough savings to receive interest above any thresholds unfortunately, unless I’ve misunderstood this let me know!

lunebands

https://forums.moneysavingexpert.com/discussion/comment/81954583#Comment_81954583

Thanks a bunch, I’ll raise this again and escalate it to Tier 2!