In this section:
  • Arranging an appointment online

Arranging a face to face appointment with HMRC using an online form

HMRC has introduced a new online service for customers to request a face to face appointment by completing an online form.

This form is only for customers who:

  • are deaf
  • hard of hearing
  • have a speech impairment
  • have a disability
  • have a mental illness
  • have difficulty using a telephone

Customers who do not need this extra support should not complete the online form but contact HMRC on the GOV.UK website.

On this page:

How the service works

After you complete the requested information, see 'Completing HMRC booking form', the online form has an options menu for you to provide details of when you will not be available to attend an appointment in the following 10 days and to note your preferred method of communication at the appointment.

HMRC will respond to online appointment requests within 2 working days, see the section 'What to do now' after completing the online form.


Completing HMRC online booking form

You must complete all fields marked with a red* (asterisk) and you will need to have the following information to hand:

  • your full name
  • your post code
  • your full email address
  • up to 3 dates that you are unable to visit HMRC
  • any special assistance you may require

Only provide the details requested on the 'Appointment request to arrange a face to face meeting with HMRC' form and do not include any other personal information which is not requested.


What to do now

HMRC will send you an acknowledgement confirming your request for an appointment has been received and will contact you by email within 2 working days to offer you an appointment.

If you need specialist services, for example a British Sign Language interpreter or lip speaker, it may take longer than 2 days, but HMRC will still try to offer appointments for customers requiring specialist services within 5 working days.

Checking your emails for HMRC response

You will need to check for emails during this time and confirm the appointment as soon as possible and within 5 working days. However, if you have requested an interpreter, we will require your response within 24 hours, due to charges applied from arranging this service.

If HMRC do not receive a response to their email within 24 hours, HMRC will cancel your appointment request and a new request will have to be made using the online form.


Security of your information

Completing the online form on the HMRC website is secure. But HMRC cannot guarantee the security of any emails which are sent to or from your own email address, so the reply you receive from HMRC will not include any personal information about you.

HMRC will not request any personal information from you in any responses you receive after completing the online form. Do not include any personal information in any email replies which you send to HMRC with your choice of appointment.

If you have any concerns about the authenticity of any emails you receive that claim to be from HMRC, go to Phishing and scams on the GOV.UK website.


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