Complaints about the Online Service

If you are dissatisfied by the way in which HM Revenue & Customs (HMRC) have handled your online service affairs you can contact the Online Customer Service complaints team.

Contacting the Online Customer Service complaints team

The Online Customer Service complaints team can only deal with complaints relating to HMRC Online Services. They are unable to answer questions about any other subject matter.

If your complaint does not relate to HMRC Online Service please use the following link to 'Contact us' this will direct you to the office you should contact.

The Online Customer Service complaints team can be contacted either by email or letter.

Before using the email service please read the guidance below.

To use this service your information will be sent on a form via email. The following information will be requested on the form:

• An HMRC Helpdesk case reference number.
  Enter the case reference number carefully. This reference will help the Online Customer Service complaints team to access the information you have already provided to the HMRC Helpdesk and to deal with your complaint quickly. NB Entering this reference is mandatory as it identifies your case for investigation by the Online Customer Service complaints team.
• A contact telephone number.
• Your email address.
• Your tax reference, for example your Unique Taxpayer Reference (UTR), employer PAYE Reference.
• Which service you want to comment on:
  • Construction Industry Scheme (CIS)
  • Corporation Tax
  • Direct Debit payment
  • Employee Share Schemes
  • EU VAT Refund
  • New Disclosure Opportunities
  • PAYE Online
  • Pension Schemes Online
  • Self Assessment
  • Shared Workspace
  • Stamp Taxes
  • VAT Online

You will also be asked to summarise what you think has gone wrong. The team will look at your concerns and contact you as soon as possible.

If you wish to send additional supporting documentation you must contact the Online Customer Service complaints team by letter at the address below.

If you are completing the form as an agent and wish to provide comments about either general online service issues or several clients, please write direct to the Online Customer Service complaints team at the address below.

By submitting information direct to HMRC using one of the forms below your message is secure, but the email reply to you, which will be sent over the internet, is not. The team will contact you by your chosen method of communication. However, in more complex cases they will reply by letter.

Please follow the appropriate link for the form that relates to you:

• Online Service Complaints - Agent
• Online Service Complaints - Individual
• Online Service Complaints - Organisation

Letter

To contact the Online Customer Service complaints team by letter, please use the address below.

Online Customer Service Complaints Team
HMRC
Accounts Office
Victoria Street
Shipley
West Yorkshire
BD98 8AA

The 'Complaints and putting things right' factsheet explains how your complaint will be dealt with.

Download factsheet - Complaints and putting things right (PDF 364K)