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HM Revenue & Customs (HMRC) has set up a UK-wide team of Agent Account Managers (AAMs) to help tax agents and advisers deal with the department more effectively.
This guide explains what AAMs do, what services they provide, and how to contact them.
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In 2007, following discussions with agent professional bodies, HMRC introduced AAMs as part of a pilot exercise. These AAMs acted as a single point of contact for a small number of agents in Edinburgh and Ipswich, providing help to resolve client-specific issues.
Following the success of the pilot, the AAM role has been successfully developed and tested with agents. AAMs are located throughout the UK and provide a range of services to help and support you in your interactions with HMRC.
Additionally, AAMs get out and about to meet you at a range of different national events and will be a direct point of contact for your feedback on HMRC services.
The AAM team will provide the following services for tax agents and advisers:
You'll find out more about these services later in this guide.
Before you can make use of the services provided by the AAM team, you must register using an online form - the User Registration form.
You'll need to supply some information about yourself - for example:
HMRC will store your details securely and use the information you've provided to help them design new agent-specific products and ensure that HMRC's records are accurate. As part of the registration process, you’ll be asked to give HMRC permission to contact you occasionally about future events and products as they become available.
Please note: you won't be able to use any AAM services unless you complete this online registration form and give your permission for HMRC to contact you in this way.
When HMRC receives your form, an automatic acknowledgment will be sent to your nominated email address.
You can request an HMRC speaker for your agent event or meeting. For example, you can request a speaker to come along to your meeting to deliver a presentation or workshop on a range of topical issues that affect HMRC and agents. The subjects currently covered are as follows.
Workshops
Presentations
To request an HMRC speaker please, follow the link below to find and complete an online form.
You'll need to supply the following information about your event:
When HMRC receives your online form, they'll issue an automatic acknowledgment to the email address you've provided. A member of the AAM team will contact you within ten working days to discuss your requirement.
Go to the 'Request HMRC speakers for agent events and meetings' online form
HMRC values your feedback and will use it to continually improve the agent services they offer. If you've used the HMRC speaker service, please take time to complete this short online form. The AAM Performance Manager will consider all feedback and may contact you (if you've agreed to this) to discuss particular issues.
Go to the 'Feedback - Agent Account Manager (AAM) Speaker Service' online form
Learning Together is a series of free events that bring tax agents and advisers together with HMRC staff, to learn about topics that are of interest to agents and their clients. It is supported by the leading tax institutes and associations, including:
But all practicing tax agents are welcome to attend, regardless of professional affiliation.
Find dates, locations and booking information for Learning Together events
Videos and online learning modules are available for tax agents and advisers to provide help and support on topical subjects.
Go to HMRC's videos and online learning modules for agents
If you encounter problems with any aspect of HMRC service, there are a number of ways you can contact them to discuss this. Please contact the HMRC office you've been dealing with or follow the link below to find the best way to contact HMRC to resolve your problem.
How to contact HMRC - tax agents and advisers
If you've not been able to resolve a client-specific issue through normal HMRC methods (see above), then the Agents’ Issue Resolution Service can help to identify the root cause of the problem and the appropriate contact within HMRC to resolve it.
To use the Agents' Issue Resolution Service, you must register to use AAM services first - see the earlier section on how to do this. Then you need to complete an online form for each issue that you would like AAM assistance with. You will receive an automatic email acknowledgment including a reference number specific to your query. A member of the AAM team will contact you within three working days to verify your identity and discuss what happens next.
Go to the Agents' Issue Resolution Service online form
Please note: AAMs will work with you to resolve client-specific problems, but the Agents' Issue Resolution Service does not replace HMRC’s process for formal complaints. Follow the link below to find out more about how to make a complaint to HMRC.
Read more about making a complaint to HMRC
HMRC values your feedback and will use it to continually improve the agent services they offer. If you've used the Agents' Issue Resolution Service, please take time to complete this short online form. The AAM Performance Manager will consider all feedback and may contact you (if you've agreed to this) to discuss particular issues.
Go to the 'Feedback - Agent Account Manager (AAM) Issue Resolution' online form
If you no longer wish to use the AAM service, you must complete an online form to remove your details from the AAM database. You'll need to supply some information about yourself - for example your:
A member of the AAM team may contact you (if you've agreed to this) to discuss your request to enable HMRC to consider any feedback you've provided.
Go to the 'Agent Account Manager (AAM) Service - Deregistration Form'
Some AAMs are also Working Together co-ordinators for the local Working Together groups that meet two or three times a year across the UK.
Find out more about local Working Together groups
General guidance for tax agents and advisers
