Taxpayers are being warned not to be caught out by expensive call connection services when trying to contact HMRC phone helplines. Some taxpayers inadvertently using these services have found themselves landed with a bill of more than £100 for a single call.
When searching for the HMRC phone number online, you may come across adverts offering call connection services to be put through to HMRC. These are offered by private companies who offer a service to put callers through to HMRC, using a premium rate number.
These call connection services may charge per minute and have a one-off connection fee as well. If a call connection service is used, then all of the time spent on hold waiting to speak to HMRC could be charged to your phone bill.
Many of these call connection services are routed through premium rate numbers, normally beginning 09, 087, or 084. HMRC helpline numbers usually begin with 03, which are mostly free or charged at the standard UK landline rate.
This warning comes as more than 5 million taxpayers are facing lengthy waits on the phone to HMRC ahead of the self-assessment tax return deadline on 31 January. Offering call connection services is not illegal, however these firms must be upfront about their charges and must not mimic another company by using a similar web address or logo.
If you do use a call connection service unintentionally, you can follow the Phone-paid Services Authority (PSA) guidance on unexpected charges on your phone bill. In certain circumstances, the PSA can investigate issues reported to them.
It is important to be vigilant when searching for HMRC contact telephone numbers online to ensure you do not unknowingly use a call connection service. Details on how to contact HMRC and genuine HMRC phone numbers can be found on Gov.uk at https://www.gov.uk/contact-hmrc.
