Agents must use ‘where’s my reply’ tool to chase SA repayments

HMRC will not deal with calls from agents using the agent dedicated line chasing self-assessment (SA) repayments for 2022-23 due to ‘exceptional levels of demand’. Instead from 22 December 2023 HMRC has been directing all ADL progress chasing queries for SA repayments to its digital 'where’s my reply' tool from which ‘agents will be able to see an estimated date for the processing of an SA repayment’.

In a letter to agents and accountants HMRC confirmed that this will be for a limited time - until 31 January 2024 - to allow ‘our available resource on the ADL to support the SA peak’.

‘Similarly from 22 December 2023 our advisers on the ADL will not take progress chasing calls or webchats for SA repayments and will refer agents to the online tools available ’ HMRC said.

The department added: ‘We would also like to...