Skip to main content
How to · HMRC procedural guide · 2026/27

HMRC phone wait times and the right contact channel by query type

HMRC has multiple contact channels — phone, webchat, app, online services, post. Each has different wait times and works better for different query types. Picking the right channel saves hours. Here's when to use each, current wait times, and direct contact details by department.

5-minute read

HMRC phone wait times average 15-25 minutes during off-peak months (May-November) and 30-60+ minutes during peak periods (January for SA, April for end-of-year reconciliation). Best contact channel by query: simple tax code queries → HMRC app or Personal Tax Account online; refund claim → online or P87 form; complex disputes → post; Self Assessment urgent → phone before 9am Monday-Thursday. Webchat is open 8am-6pm weekdays for most query types and is usually faster than phone.

HMRC contact channels at a glance

ChannelBest forWait timeHours
HMRC appTax code check, payment, simple notificationsInstant24/7
Personal Tax Account (online)Update details, view P60, file SA, claim WFH reliefInstant24/7
WebchatSimple questions, code queries, refund status2-15 minMon-Fri 8am-6pm
Phone (general)Anything not online; specific cases15-60 minMon-Fri 8am-6pm
PostFormal appeals, complex disputes, R40 paper claims20-60+ daysn/a
WebformSpecific complaints, structured queries5-30 days24/7 submission

Phone wait times by month — what to expect

Based on HMRC's published Service Performance reports for the last 18 months:

MonthReason for volumeAverage waitWorst case
JanuarySelf Assessment deadline rush40-60 min90+ min
FebruarySA late filings, refund chasing20-35 min50 min
MarchTax year end planning20-30 min45 min
AprilNew tax year, code changes, P800s30-45 min60+ min
MayP60 distribution, refund queries15-25 min40 min
JuneSteadiest month — best for non-urgent calls15-20 min30 min
July2nd Payment on Account15-25 min40 min
AugustQuiet — good time10-20 min30 min
SeptemberSA registration deadline approaches20-30 min40 min
OctoberSA registration deadline (5 Oct)25-40 min50+ min
NovemberSA early filers20-30 min40 min
DecemberEnd of year planning, SA prep20-35 min50 min

Best times to phone HMRC

Best day: WednesdayWednesday consistently has the lowest call volumes. Mondays are worst (weekend backlog catches up).
Best time of day: 8:00-9:00amLines open at 8am. Calling within the first hour avoids the lunch-time and after-work peaks. Mid-afternoon (3-4pm) is the second-best window.
Worst: Lunchtime (12-1pm) and Friday afternoonsMost volume comes during lunch breaks. Friday afternoon wait times often exceed an hour.
Tip: use the callback optionSome HMRC lines offer "we'll call you back" instead of waiting. Take it — they typically call within 30-90 minutes and your phone is free meanwhile.

HMRC direct numbers by department

DepartmentNumberHours
PAYE general (tax code, refund)0300 200 3300Mon-Fri 8am-6pm, Sat 8am-4pm
Self Assessment0300 200 3310Mon-Fri 8am-6pm, Sat 8am-4pm
National Insurance0300 200 3500Mon-Fri 8am-6pm
Tax credits0345 300 3900Mon-Fri 8am-6pm, Sat 8am-4pm
Child Benefit0300 200 3100Mon-Fri 8am-6pm, Sat 8am-4pm
VAT0300 200 3700Mon-Fri 8am-6pm
Corporation Tax0300 200 3410Mon-Fri 8am-6pm
Employers (PAYE/NI)0300 200 3200Mon-Fri 8am-6pm
Capital Gains Tax0300 200 3300Mon-Fri 8am-6pm
Inheritance Tax0300 123 1072Mon-Fri 9am-5pm
Bereavement0300 200 3300Mon-Fri 8am-6pm
Welsh language (PAYE)0300 200 1900Mon-Fri 8am-6pm
From outside the UKAdd +44 and drop the leading 0. E.g. PAYE from abroad: +44 161 931 9070.

When to use webchat vs phone vs post

Use webchat forSimple questions: "what's my tax code?", "what's the status of my refund?", "is my form received?", "how do I find my UTR?". Faster than phone, 2-15 min typical wait. Open Mon-Fri 8am-6pm via gov.uk/contact-hmrc.
Use phone forComplex queries needing back-and-forth: disputing a calculation, multiple-year issues, time-to-pay arrangements, bereavement, complex SA registration. When you need an agent to make a decision on the spot.
Use post forAnything where you need a paper trail: formal appeals, R40 paper refund claims, written PAYE underpayment dispute, complex evidence-based claims. When written confirmation matters more than speed.
Use the app forQuick checks: tax code, payment status, P60 access, simple notifications. Fastest of all. iOS and Android, free.

HMRC online services available 24/7

What HMRC can't do on the phone

Phone agents have limited authority.They can: update simple details, check status, give general guidance. They cannot: change a formal decision, override a Tribunal-level ruling, agree a settlement on a complex case. Those need written process.
Agents won't quote tax law in detail.HMRC phone agents follow scripts and HMRC's internal manuals. For specific case law or detailed legal interpretation, you need a tax adviser.
Sometimes you need a callback.Some queries need to be sent to specialist teams (e.g. crypto, IR35, complex compliance). The phone agent passes the case on; you wait for a written or phoned response. Allow 5-15 working days.

Send HMRC a structured letter

For matters needing a paper trail, our template letters guide gives format, postal addresses, and what to include for each query type.

Open the template letters guide →

Sources and references

HMRC contact details from gov.uk/contact-hmrc. Wait times based on HMRC Service Performance reports 2024-2025 from gov.uk/HMRC monthly performance. Webchat services at gov.uk webchat guidance.

UK Tax Drag is not authorised by the Financial Conduct Authority and does not provide regulated financial or tax advice — see the content disclaimer for the full position. The methodology page documents how every guide is built and reviewed.

Other HMRC how-to guides

Editorial accountability
Open Trust Centre →

Every page is reviewed against the editorial standards, written from primary sources, sourced openly, and corrected publicly. No affiliate revenue. No sponsored content. No paid placements.

Editorial standards Editorial process Corrections policy How we make money Editorial team Methodology