Guidance

Check genuine HMRC contact that uses more than one communication method

Check recent contacts from HMRC to help you decide if a suspicious email, phone call, text or letter could be a scam.

Sometimes HMRC uses more than one way to get in touch. For example, we may contact you by letter first before following up with an email, call or text message. This is because:

  • it can provide an extra level of security
  • it can help prepare customers for the follow up contact
  • these are the contact details HMRC has for you

All the HMRC contacts listed on this page can use more than one communication method. They are in alphabetical order.

Automatic Exchange of Information

We will contact you by letter, email or phone.

If you are a financial institution, HMRC’s Data Acquisition and Exchange may contact you or your representatives to discuss the Automatic Exchange of Information.

You will receive:

  • a formal notice of assessments by letter
  • an email to inform you this letter has been sent

You may receive a phone call or email to help you to follow the Automatic Exchange of Information legislation.

Businesses recently in debt with HMRC

From 21 November 2022 up to and including 17 February 2023, IFF Research and HMRC may contact you by email, letter or phone call.

HMRC is working with research agency IFF Research to understand the experiences of businesses who have recently got into debt with HMRC.

You may receive an email, letter or phone call if you are a:

  • small business
  • mid-sized business
  • tax agent

Taking part is voluntary and if you do so, all information given will be:

  • confidential
  • used only for research purposes

If you need further information, contact details for both IFF Research and HMRC will be on the email or letter.

Customs authorisations of UK businesses

From 12 December 2022 up to and including 2 February 2023, Ipsos UK research may contact you by email, letter or phone call.

HMRC is working with independent research agency Ipsos UK to carry out research to understand:

  • how businesses identify and apply for appropriate authorisations
  • businesses’ experience of using customs authorisations

If your business was involved in overseas trade within the last 12 months, you may receive an email, letter or phone call from Ipsos UK asking you to take part in this survey.

Taking part is voluntary and if you do so, all information given will be:

  • confidential
  • anonymised
  • used only for research purposes

Customs declarations

From 19 December 2022 up to and including 1 March 2023, Ipsos UK may contact you by letter or phone call.

HMRC is working with independent research agency Ipsos UK to carry out research to understand the amount of time and money it takes to submit customs declarations.

You may receive a letter or phone call from Ipsos UK asking you to take part in a 20-minute phone interview at a time that suits you.

We encourage you to take part and help HMRC develop and improve customs procedures.

Taking part is voluntary and HMRC will not be able to identify you, your organisation or your answers.  All information given will be:

  • confidential
  • anonymised
  • used only for research purposes

Data holder notice

We will contact you by letter, email or phone.

If you have received either a formal notice or a formal notice of assessments by letter, HMRC’s Data Acquisition and Exchange may contact you or your representatives to discuss this with you.

You may receive a phone call or email to help you to follow HMRC’s data gathering legislation.

Debt management payment plan questionnaire

From 3 January 2023 up to and including 31 January 2023, HMRC may contact you by letter.

From 1 February 2023 up to and including 1 March 2023, People for Research may contact you by email.

HMRC is working with research agency, People for Research, to recruit participants to take part in interviews with social researchers.

During the interview, we’ll show you a telephone questionnaire that is used when a company contacts us to arrange a payment plan.

Your feedback will improve this questionnaire for companies in the future and encourage you to take part in this research.

Interviews will take place in February and early March. If you take part, your personal details will:

  • be held securely at all times in line with data protection law
  • not be shared outside of the research team without your explicit consent

Economic crime supervision

We will contact you by letter, email, phone call or text message.

The purpose of economic crime supervision is to:

  • protect the UK against the risk of money laundering and terrorist financing
  • help businesses understand their risks and obligations
  • prevent non-compliance
  • find and tackle unregistered businesses
  • carry out effective intelligence and risk-based interventions

To do this, HMRC will:

  • contact businesses by letter and phone
  • carry out compliance visits
  • issue email and text message alerts
  • offer online education to make sure businesses meet money laundering regulations

Employers National Insurance contributions relief for veterans

From 12 December 2022 up to and including 28 February 2023 Ipsos UK may contact you by letter then phone call.

HMRC is working with independent research agency Ipsos UK to understand the experience of employers who have claimed National Insurance contributions relief on the earnings of qualifying veteran employees.

You may get a letter from Ipsos UK about this research, followed by a phone call asking you to take part in an interview.

Taking part is voluntary and, if you do so, your answers and any information you give, will be:

  • confidential
  • used for research purposes only

HMRC will not be able to identify the individuals or businesses that take part, or their individual answers.

Impact of Making Tax Digital research

From 12 December 2022 up to and including 22 May 2023, Kantar Public may contact you by letter, email or phone call.

HMRC is working with the independent research agency Kantar Public to explore the impact of Making Tax Digital for VAT businesses.

You may receive a letter, email or phone call from Kantar Public asking you to take part in a telephone interview or survey.

We encourage you to take part and help HMRC understand:

  • your experiences of Making Tax Digital for VAT
  • how messaging and communication can be improved

Taking part is voluntary and if you do so, your answers and any information you give, will be:

  • confidential
  • anonymised
  • used only for research purposes

Income Tax Self Assessment research on future timely payment

From 15 November 2022 up to and including 31 March 2023, IFF Research will contact you by letter then phone call.

HMRC is working with research agency IFF Research to carry out a survey about customers’ views on the possible benefits, challenges and effects of a flexible model of timely payment.

IFF Research is contacting individuals and businesses by letter about this research. Individuals and businesses will then receive a phone call asking them to take part in a survey interview.

Taking part is voluntary and if you do so, your answers and any information you give, will be:

  • confidential
  • used for research purposes only

HMRC will not be able to identify the individuals or businesses that take part, or their individual answers.

Logging into your HMRC tax account

We will contact you by text message or automated voice call.

Multi-factor authentication is an extra security feature for customers which replaces 2-step verification. It helps prevent someone else from accessing a customer’s digital account, even if they know the user ID and password. HMRC will send an access code by text message or voice call to your chosen mobile phone or landline number to activate the multi-factor authorisation. You will need this code to complete the access.

These text messages and voice calls will never ask you to give personal or financial information.

If you have activated multi-factor authentication you’ll only be able to access the account using the:

  • Government Gateway user ID and password
  • mobile or landline device which you have registered

Making a payment to HMRC

From 3 January 2023 up to and including 28 February 2023, Kantar Public may contact you by letter or phone call.

HMRC is working with the independent research agency Kantar Public to carry out research to understand customers’ experience of making a payment to HMRC.

You may receive a letter or phone call from Kantar Public asking you to take part in a telephone interview. The interview will take 45 to 60 minutes.

We encourage you to take part and help HMRC to improve services.

Taking part is voluntary and HMRC will not be able to identify you.

If you take part, all information you give, will be:

  • confidential
  • anonymised
  • used only for research purposes

Making Tax Digital for Income Tax pilot

From 1 August 2022 up to and including 29 February 2024, HMRC will contact you by email, letter or phone call.

HMRC will be inviting customers who have signed up to the Making Tax Digital Income Tax Self Assessment pilot to an interview with one of their social researchers.

You’ll receive information about this research by email, phone call or letter.

The interviews aim to understand views and experiences of the Making Tax Digital Income Tax Self Assessment pilot. HMRC will work with research agency People for Research, to arrange incentives.

We encourage you to take part and if you do so, your personal details will:

  • be held securely at all times in line with data protection law
  • not be shared outside of the research team without your explicit consent

National Minimum Wage and employment

We will contact you by letter, email or phone call.

HMRC may sometimes contact employees to discuss details of their current or previous employment.

If we call you, we’ll:

  • tell you our enquiry is about the National Minimum Wage or National Living Wage
  • ask you basic questions about your current work or previous employment experiences
  • complete some standard security questions

We’ll never ask for personal financial information such as bank details without writing to you first.

You can ask us not to tell your current or previous employer about the call.

HMRC will also contact employers in relation to National Minimum Wage or National Living Wage enquiries.

To check that this contact is genuine you should:

  • have a copy of the letter or email you’ve received from National Minimum Wage to hand
  • tell us the details of the person who called you from National Minimum Wage
  • call 03000 557 755 (find out about call charges)

If you have received a letter, email, text or phone call from another HMRC office you can call the Income Tax general enquiry helpline to check this contact is genuine.

National Minimum Wage common errors

We will contact you by email or letter.

HMRC may contact employers or third parties to share information on common errors with the National Minimum Wage and National Living Wage. The email will provide links to further information and support.

HMRC may contact employees by letter to provide information on common errors to look out for in their pay.

The letter will explain how to make a National Minimum Wage complaint and contain links to further information and support.

To check this contact is genuine you should:

  • have a copy of the letter or email you’ve received about National Minimum Wage to hand
  • telephone 03000 557 755 (find out about call charges)

Offshore service providers

From 12 December 2022 up to and including 28 February 2023 HMRC may write to you.

We are doing research to better understand the relationship between taxpayers and their advisers, particularly offshore advice. We may contact you to take part.

You will get:

  • a letter asking if you would like to opt-out of the research
  • a phone call from NatCen — a third party agency who will ask you to take part in a telephone interview

Your responses will be:

  • confidential
  • used only for the purposes of this research project

Overseas businesses that sell digital services to UK consumers

We will contact you by email and letter.

HMRC is contacting overseas businesses who sell digital services to UK consumers about their UK VAT obligations by email and letter.

This communication will explain why we are contacting them, and ask them to contact us. We will not ask for any personal, business or financial information.

Overseas businesses that sell goods on online marketplaces to UK consumers

From July 2022, we will contact you by letter and email.

HMRC is contacting customers who are based overseas and trading on online marketplaces to issue VAT assessments.

We will send:

  • a formal notice of assessments by letter

  • an email to inform you this letter has been sent

The email will:

  • not request any personal, business or financial information

  • inform customers to pay their assessment by visiting www.gov.uk and searching ‘pay your VAT bill’

  • contain a link to this webpage, so customers can see that HMRC is using email for this purpose

Research into agents of wealthy customers

From 28 November 2022 up to and including 31 March 2023, BMG Research may contact agents representing wealthy customers by email or letter then phone or video call.

HMRC is working with research agency BMG to help us:

  • understand the needs, motivations and attitudes of agents representing wealthy customers
  • develop and design approaches to provide support
  • promote voluntary compliance through co-operative engagement

BMG is contacting agents by email or letter about this research. Agents will then receive a phone or video call asking them to take part in a survey interview.

We encourage agents to take part and if you do, your personal details will:

  • be held securely at all times in line with data protection law
  • not be shared outside of the research team without your explicit consent

Responses will not affect how you or your clients are treated by HMRC.

Schools outreach programme analysis

From 5 May 2022 up to and including 31 May 2023, we will contact you by email, letter or phone call.

The Government Social Research and Government Economic Service is running an outreach programme. The programme aims to promote a career in government analysis to school pupils aged 14 to 18.

It will inform students and schools about:

  • career opportunities within the Civil Service
  • the role of analysis in government

Our aim is to:

  • promote and encourage a diverse and inclusive Civil Service
  • improve awareness of the opportunities the Civil Service offers

HMRC may contact you by email, letter or phone call about setting up a session with your school.

To check that this contact is genuine you should call 03000 557 755 (find out about call charges).

Stakeholder engagement research

From 9 January 2023 up to and including 10 March 2023, Yonder Consulting Limited may contact you by email or phone call.

HMRC is working with the independent research agency Yonder Consulting Limited (Yonder) to explore stakeholder perceptions of HMRC.

You may receive an email from Yonder inviting you to take part in a survey or telephone interview if:

  • you’re a HMRC stakeholder
  • you’ve engaged with HMRC in the last 12 months

HMRC notified all stakeholders of this research directly by email on 9 December 2022.

We encourage you to take part and help HMRC:

  • understand your views of HMRC’s performance
  • improve the ways HMRC communicates with you

Taking part is voluntary and if you do so, your answers and any information you give will be:

  • confidential
  • anonymised
  • used only for research purposes

HMRC will not be able to identify you, your organisation, or your answers.

Statutory notices requesting information

We will contact you by letter, email or phone call.

HMRC’s Data Acquisition and Exchange regularly issues statutory notices to the holders of certain types of information, asking them to provide relevant details to HMRC. The holders of the information have a legal obligation to provide the data requested.

The notices requesting information can be sent by post or email.

Notices issued by email will contain a link to this webpage, so you can see that HMRC is using email for this purpose.

Supply chains research

From 5 December 2022 up to and including 29 March 2023, Ipsos UK may contact you by letter, phone or email.

HMRC is working with independent research agency Ipsos UK to carry out research to understand the needs of businesses using systems to manage supply chains.

The research aims to:

  • understand the choice and use of different types of systems used to manage supply chains
  • find out how businesses feel these systems have the potential to facilitate trade

Taking part is voluntary and if you do so, all information given will be:

  • confidential
  • used only for research purposes

Tax-Free Childcare and parent’s working patterns

From 1 January 2023 up to and including 31 March 2023, Ipsos UK and HMRC may contact you by letter, email or phone call.

HMRC will be working with Ipsos UK to carry out research to understand how using Tax-Free Childcare affects parents’ working patterns.

The research aims to:

  • understand what affects Tax-Free Childcare has on working patterns
  • find out if Tax-Free Childcare makes a difference to working parents

You may receive:

  • an email from HMRC asking you to complete a survey using an online form
  • a phone call from Ipsos UK asking you to take part in a telephone interview

Taking part is voluntary and if you do so, your answers will be:

  • confidential
  • used for research purposes only

Temporary customer compliance manager support

From 31 August 2022 up to and including 31 January 2023, HMRC may contact you by email, letter or phone call.

HMRC is offering some mid-sized business customers support from a temporary customer compliance manager.

This support is for mid-sized business customers who may:

  • have greater tax complexity
  • be going through specific life events
  • have had significant growth

You may be contacted about one-to-one support from a temporary customer compliance manager.

This contact will include:

  • a brief introduction about support being offered
  • an invitation to a meeting to discuss how HMRC may support you
  • contact information (a GOV.UK email address and 03000 phone number)

Temporary customer compliance manager support survey

From 28 November 2022 up to and including 30 January 2023, Ipsos UK will contact you by email or phone call.

HMRC will be working with Ipsos UK to carry out research with mid-sized businesses and agents about their experiences of temporary customer compliance manager support. In particular the research will focus on:

  • the effectiveness and results of the support
  • reasons why mid-sized businesses or agents rejected the support

You may receive an email or phone call from Ipsos UK asking you to take part in the survey.

Taking part is voluntary and if you do so, your answers will be:

  • confidential
  • used for research purposes only

If you need further information, contact details for both Ipsos UK and HMRC will be in the email.

VAT on the Energy Bills Support Scheme

From 30 January 2023 up to and including 24 February 2023, HMRC will contact you by letter or email.

If your business is a supplier of domestic energy, HMRC may have contacted you in September 2022 about the correct treatment of VAT in relation to the Energy Bills Support Scheme.

We may send you a follow-up email or letter from 30 January 2023 up to and including 24 February 2023. This will invite you to take part in a survey about how effective our initial communications were.

The survey is voluntary and we will not ask for any personal information.

VAT Flat Rate Scheme

From 3 January 2023 up to and including 30 April 2023 Ipsos UK may contact you by letter, email and phone.

HMRC are working with independent research agency Ipsos UK to understand the experiences of VAT registered businesses using the VAT Flat Rate Scheme.

You may receive an email or letter from Ipsos UK telling you about this research followed by a phone call asking you to take part in an interview.

Businesses who are not users of VAT Flat Rate Scheme but are eligible to join may also be contacted to take part.

Taking part is voluntary and if you do so, all information given will be:

  • confidential
  • used for research purposes only

If you need further information, contact details for Ipsos UK and HMRC will be on the letter and email.

VAT registration experience

From 1 January 2023 up to and including 31 January 2023, People for Research may contact you by email then phone call.

HMRC is working with research agency, People for Research, to recruit businesses to attend interviews with social researchers. You may receive an email from People for Research asking you to take part in this research.

The interviews aim to understand your experiences of becoming VAT registered and managing your cashflow.

We encourage you to take part in this research to help improve the support HMRC provides for newly VAT registered businesses.

Interviews will take place in January and early February. If you take part, your personal details will:

  • be held securely at all times in line with data protection law
  • not be shared outside of the research team without your explicit consent

VAT register inactivity

We will contact you by phone call or email.

HMRC is contacting customers who are believed to no longer need to hold a VAT registration number due to recent inactivity on their VAT account. You may receive a phone call or email, with the email referring to VAT register inactivity.

The phone calls or emails will ask you to confirm whether you still require to be VAT registered, and to provide some basic information on where you’re trading.

The calls or emails will not ask for personal or financial information.

Published 30 July 2021
Last updated 302 JanuaryFebruary 2023 + show all updates
  1. Information about research on stakeholder engagement has been added.

  2. Information about the VAT on the Energy Bills Support Scheme has been added. Information about the Customs intermediaries monitoring survey has been removed as the contact dates for this ended on 23 January 2023.

  3. Information about research on making a payment to HMRC, Tax-Free Childcare and parent’s working patterns and data holder notices have been added. Information about the Large Business Customer Survey 2022 has been removed as the contact dates for this ended on 6 January 2023.

  4. Research into agents of wealthy customers has been extended from 30 December 2022 to 31 March 2023. In addition agents may now be contacted by email or letter then phone or video call.

  5. Information about research on Customs authorisations of UK Businesses, Customs declarations, Debt management payment plan questionnaire, Making Tax Digital for VAT, VAT Flat Rate Scheme and VAT registration experience has been added.

  6. Added translation

  7. Information about offshore advice for taxpayers and their advisors has been added. We have also added information on employer National Insurance contributions relief for veterans.

  8. Information about supply chains research has been added.

  9. Information about research into agents of wealthy customers and businesses recently in debt with HMRC has been added.

  10. Information about Income Tax Self Assessment research on future timely payment and information about the temporary Customer Compliance Manager support survey has been added. Information about Corporation Tax research and research on HMRC's digital services has been removed as the contact dates for these ended on 18 November 2022.

  11. User research on employers' experiences of the Coronavirus Job Retention Scheme has been extended from 17 November 2022 to 18 November 2022.

  12. Information on Child Benefit digital service research has been added.

  13. Research on employer benefits in kind has been extended from 30 November 2022 to 9 December 2022.

  14. Research on HMRC’s digital services has been extended from 31 October 2022 to 18 November 2022.

  15. User research on employers' experiences of the Coronavirus Job Retention Scheme has been extended from 10 November 2022 to 17 November 2022.

  16. IFF Research on employer benefits in kind has been extended to 30 November 2022.

  17. Information on the Automatic Exchange of Information has been added. The customs intermediaries monitoring survey research will continue until 23 January 2023.

  18. Research on employers' experiences of the Coronavirus Job Retention Scheme will continue until 10 November 2022.

  19. Information on navigating between business taxes and personal taxes online research has been added.

  20. Updated because the research on employer's experiences of the coronavirus job retention scheme has been extended to 7 October 2022.

  21. Information about research on HMRC's digital services has been added.

  22. Information on Corporation Tax research has been added.

  23. Information on VAT return research has been added.

  24. Information on the Large Business Customer Survey 2022 and temporary Customer Compliance Manager support has been added.

  25. Added translation

  26. Information on the customer experience of HMRC has been added.

  27. Information on the Mid-sized business customer survey has been added.

  28. Information for businesses who use CHIEF for import declarations has been added.

  29. Information on Making Tax Digital for Income Tax pilot and employer benefits in kind has been added.

  30. Information on economic crime supervision and experiences of HMRC VAT registration has been added.

  31. Information on HMRC and HM Treasury’s 10 year Tax Administration Strategy has been added.

  32. Information on customs intermediaries' experience and Making Tax Digital for VAT registered customers has been added.

  33. Information on the customs intermediaries monitoring survey has been added.

  34. Information about research on Capital Allowances has been added.

  35. Research into understanding tax administration for businesses has been extended from 27 May 2022 to 8 July 2022 and information about research for the Cycle to Work Scheme has been added.

  36. Added section on 'Overseas businesses that sell goods on online marketplaces to UK consumers'.

  37. Added information on the government analysis schools outreach programme and employers' experiences of the Coronavirus Job Retention Scheme.

  38. The information for the 'Research to explore market shifts and behaviours relating to Stamp Duty' section has been re-added as it has been extended.

  39. Added information on 'Research to improve VAT services for small and micro businesses'.

  40. The section about tax relief evaluations has been updated with new contact information from 1 July 2021 to 30 November 2022.

  41. Added information on 'Research into understanding tax administration for businesses'.

  42. Added section 'Annual Tax on Enveloped Dwellings (ATED) reminder to agents and companies'.

  43. Added information on research on the Profit Diversion Compliance Facility and the Diverted Profits Investigation Approach, and the end date of the traders survey has been changed from 10 March 2022 to 25 March 2022.

  44. Added information on repayments research.

  45. Added information on research into self-assessment and VAT repayment systems.

  46. Added information on research to explore market shifts and behaviours relating to Stamp Duty.

  47. Information on research on agent experiences of HMRC's digital services has been added.

  48. Added section 'Research letters about the disability element of Tax Credits'.

  49. Added 'Research to improve HMRC communications for individuals and businesses' section.

  50. Added sections 'Research into the impact of full controls on customs intermediaries' and 'Traders survey'.

  51. Added sections Effects of the super-deduction, Single Trade Window research and Trust survey.

  52. Information on 'Payment of Class 2 National Insurance Contributions through Self Assessment' has been added.

  53. Information on further research on the HMRC Coronavirus Job Retention Scheme added.

  54. Information about the EU Settlement Scheme has been added.

  55. Information added about reform research for off-payroll working rules from 24 September 2021 to 10 December 2021.

  56. Information has been added about HMRC contacting CHIEF users who declare goods into Northern Ireland from outside the UK and EU.

  57. Added 'Large Business Customer Experience Survey 2021' section.

  58. Information about Tax relief evaluations from 1 July 2021 to 31 June 2022 and Traders survey research from 27 August to 12 October 2021 added.

  59. Information about customer research on Corporation Tax reliefs from August 2021 to 30 September 2021 has been added.

  60. We have added information about customer research by HMRC from 12 August to 15 September by 2021.

  61. We have added research on detached workers and social security.

  62. Updated to show HMRC is using a new number to send text messages to customers.

  63. Added translation