HM Revenue & Customs (HMRC) has recently temporarily suspended telephone and webchat services for Self-Assessment repayment requests.

This change is a response to a rise in suspected fraudulent activity targeting its systems.

While it may cause inconvenience, there are still reliable ways to claim what you are owed, but they require more care and attention than usual.

Other helplines and services remain open, including general Self-Assessment support, but you cannot currently request a repayment over the phone or through webchat.

HMRC has not provided details on the fraud behind this decision, citing the need to avoid giving information that could assist those carrying out the activity.

What are your options?

Despite the pause in certain services, you can still make a claim in two ways:

• Online – If you have a Government Gateway account, you can log in to your personal tax account and submit your repayment request as usual. HMRC has confirmed this route is unaffected and remains the quickest method.
• By post – You can write to HMRC requesting a repayment, although this method may involve significantly longer processing times. Any documents or calculations should be carefully prepared to avoid delays or rejections.

Need help processing Self-Assessment repayments?

The current situation means taxpayers may have fewer immediate options and a higher risk of delays.

Without the ability to clarify issues quickly over the phone, a mistake or omission in your claim could lead to further complications.

Working with our accountant ensures that:

• Your refund claim is accurate and complete
• Supporting information is presented clearly
• Any unusual or complex issues are addressed properly
• You avoid falling victim to scams or misinformation

Given HMRC’s increased focus on fraud, it is also important to make sure your claim is legitimate, well-evidenced and submitted through the correct channels.

We can manage the entire repayment process on your behalf, including reviewing your Self-Assessment return, preparing refund documentation, and liaising with HMRC where needed.

With our help, your application can be submitted correctly and without unnecessary delay.

If you have concerns about your Self-Assessment repayments or need support with your tax affairs, contact our team today.