HMRC issues tax warning and demands UK households 'send us letter'

Taxpayers could face significant delays as they will have to post queries on returns to HMRC as it stops calls over fraud concerns.

HMRC has refused self-assessment phone calls and warned taxpayers to "send us a letter". Taxpayers could face significant delays as they will have to post queries on returns to HMRC as it stops calls over fraud concerns.

The I newspaper has reported HMRC has stopped picking up the phone to taxpayers trying to file their returns due to an “increase in suspected fraudulent activity”. An HMRC spokesperson said: “We’ve stopped taking new self-assessment requests over the telephone or via webchat in response to an increase in suspected fraudulent activity, but our systems remain secure.

“The vast majority of repayment claims are done online, and people can continue to claim refunds via their online tax account as normal, or they can submit claims via post.”

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Rowan Morrow-McDade, tax director at Alexander & Co Chartered Accountants, said: “Unfortunately, they are often those who need money the most urgently so may be aversely affected by this change.

“HMRC have been trying for many years to stop people using their phonelines and using the internet instead, to cut their own costs.” Former pensions minister and partner at LCP Sir Steve Webb said: “It can be very difficult for the public to engage with HMRC at the best of times, and shutting down phone lines will make things even harder."

The former Liberal Democrats Cabinet member, who created the Triple Lock, said: "Given that we are talking about people who are owed money by HMRC, taxpayers have a right to expect a straightforward process.

“For those who are not online, the only option seems to be putting a letter in the post and then sitting and waiting for a response. This is simply unacceptable."

The spokesperson for the tax arm added: "If HMRC has concerns around scams, these need to be resolved as a matter of urgency so that telephone service can be restored as soon as possible.”