How to Contact HMRC and Claim a Tax Refund

Getting through to HMRC and claiming money you're owed doesn't need to be complicated, provided you know which channel to use and what to have ready. This guide covers the fastest ways to reach HMRC and the exact steps for getting a tax refund.

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Quick Overview

Task	Best Method	Typical Timeframe
General Income Tax query	Personal tax account or app	Instant
Tax code query or correction	Personal tax account, or phone if unresolved	Same day to 1 week
Self Assessment query	Self Assessment helpline or webchat	Varies by season
Claiming a refund online	Personal tax account (with P800 reference)	Around 5 working days
Claiming a refund by cheque	Post, following a P800 letter	Several weeks

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How to Contact HMRC

Start Online Before You Call

Most routine queries can be sorted without ever picking up the phone. Your personal tax account and the HMRC app let you check your tax code, view your Income Tax history, update employer details, and often claim a refund directly. HMRC's digital assistant can also point you to the right guidance or, if it can't help, transfer you to a live adviser.

Starting online matters because phone queues, especially during January and February, can be long. If your query can be resolved digitally, it usually will be faster this way.

Calling HMRC by Phone

If your issue genuinely needs a person, phone remains the main option.

Income Tax helpline (PAYE, tax codes, Marriage Allowance, general Income Tax queries):

• Telephone: 0300 200 3300
• Textphone: 0300 200 3319
• Outside the UK: +44 135 535 9022
• Typical opening hours: Monday to Friday, 8am to 6pm, closed on bank holidays

Self Assessment helpline (Self Assessment returns and related queries):

• Telephone: 0300 200 3310
• Typical opening hours: Monday to Friday, 8am to 6pm, closed on bank holidays

Opening hours are sometimes extended around the 31 January Self Assessment deadline, so check gov.uk if you're calling close to that date. Numbers and hours can also change, so it's worth confirming the current details before you call.

Before You Pick Up the Phone

HMRC's phone lines run security checks, so have these ready:

• Your National Insurance number
• Your Unique Taxpayer Reference, if your query relates to Self Assessment
• A recent payslip, P60, or P45
• Your up-to-date address, since outdated details on your personal tax account can cause you to fail telephone security

Best Times to Call

Lines are generally quietest before 10am and mid-week, from Tuesday to Thursday. Avoid Mondays, the days around the Self Assessment deadline, and periods just after a Budget announcement, when call volumes spike.

Other Ways to Reach HMRC

• Webchat: Available for many enquiry types through the relevant gov.uk contact page; often just as effective as a phone call without the wait.
• Social media: HMRC answers general questions via its official account on X, though it won't discuss individual cases there, so never share personal details in a public post.
• Post: Useful for formal correspondence. Send letters to the address shown on your most recent HMRC letter, or use the standard Pay As You Earn and Self Assessment address, HM Revenue and Customs, BX9 1AS, if you don't have one.
• Extra support: If a health condition or personal circumstance makes it difficult to contact HMRC in the usual ways, you can request extra support, including BSL video interpretation or Relay UK.

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How to Claim a Tax Refund

Step 1: Work Out If You're Owed Money

Overpayments usually happen because of an incorrect tax code, a change of job partway through the year, or emergency tax being applied. HMRC often catches this automatically and sends a P800 or Simple Assessment letter explaining what you're owed and why. You don't need to wait for a letter, though — you can check your position anytime through your personal tax account.

Step 2: Gather What You Need

Before making a claim, have the following on hand:

• Your P800 reference number, if you've received one
• Your National Insurance number
• Your bank details, for a direct payment
• Details of your income and any employers or pension providers for the relevant tax year

Step 3: Claim Online

1. Sign in to your personal tax account using your Government Gateway details.
2. Go to the section covering your Income Tax for the relevant year.
3. If a refund is due, follow the on-screen steps to confirm your bank details and submit the claim.
4. Keep the confirmation reference in case you need to follow up later.

Refunds claimed this way, and confirmed by bank transfer, are usually paid within about five working days.

Step 4: Claim by Post, If Needed

If you'd rather not claim online, or your P800 letter instructs you to reply by post, follow the instructions on that letter and send your response to the address given. Postal refunds, particularly those paid by cheque, generally take longer to arrive.

Step 5: Claiming Without a P800

If you believe you've overpaid tax but haven't received a P800, you can still raise this yourself. Check your personal tax account first, since it may already show an overpayment. If not, contact HMRC directly through the Income Tax helpline or webchat, explaining the tax year and reason you believe you've paid too much.

What If You're Self-Employed?

Self Assessment taxpayers don't use the standard PAYE refund route. Overpayments are usually identified when you file your return, and any refund due is handled through your Self Assessment account rather than a P800 letter.

Refund Deadlines

You can typically claim back overpaid tax for up to four years after the end of the relevant tax year. It's worth checking older tax years periodically, particularly if you changed jobs, had multiple employers, or received emergency tax at any point, since these are common causes of unclaimed refunds.

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Summary

Reaching HMRC is usually quickest through your personal tax account or the HMRC app, with the phone reserved for issues that can't be sorted online. When it comes to refunds, check your account regularly rather than waiting for a P800 letter, gather your reference numbers and bank details in advance, and claim online for the fastest payout. Self Assessment taxpayers should look to their Self Assessment account rather than the standard PAYE refund process.