HMRC pauses some refund claims for agents

Published: 10th April 2025

An increase in fraudulent requests for money to be repaid has led HMRC to stop accepting claims made by phone, even where there is an appropriate authority in place. This includes the agent dedicated line, and the online webchat. Agents are being advised to make a claim via a tax return or through their Agent Services Account. It is currently not clear if, or when, phone requests will start to be accepted again. In addition, HMRC is asking agents to:

• be extra vigilant for phishing scams
• choose strong passwords and to change them regularly; and
• pay close attention to HMRC’s advice regarding account security, particularly in the event of an agent account suspension.