How do I chase up missing refund?

I overpaid tax of nearly £7k in the 2023/24 tax year. I completed my self assessment in early April and applied for the refund on 20 April. According to the website I should have had a response by 31 May but I haven't. I can't get through to speak to someone - the call is just disconnected. How do I follow this up?

Hi,

If the repayment has still not been issued we would need to access your record to review. You can contact HMRC at:

Self Assessment: general enquiries

Thank you.

I completely understand your frustration, as I'm currently dealing with a similar situation myself. Back in October 2023, I requested a self-assessment tax repayment of £13,400.18, but despite the significant time that has passed, I still haven't received it. To make things worse, I had to submit a new request on May 9th, 2024, because the system seemed to reset and didn't recognize my initial request. It's been over nine months now, and the delay is causing a lot of inconvenience and financial strain. If you have any advice or have found any steps that helped expedite your process, I would greatly appreciate it if you could share. It's been a tough situation, and any tips or support from someone going through the same thing would be really helpful. Thanks for sharing your experience, and I hope we both get this resolved soon.

Dear HMRC, The problem is that I (and other people) cannot contact the self assessment team - if you phone up you are not given the option of waiting - the call is just disconnected. Please can you advise how to get through? Thanks

I am also waiting. Submitted request in March. If I use the online help as per the HMRC reply above, it says I should have it by now. I understand that there may be additional security checks. How do I know my submission was received though? I have a screenshot of the confirmation page, but on my account it ways nothing (should it say 'repayment pending'? Because it doesn't say anything)

Ok - I think I have managed to get it sorted - at least I have been told that the BACs payment has now been paid - here is what I did and I hope it works for both of you! 1. Don't bother with phoning - it seems impossible even to get in a queue, Instead use HMRC online https://www.tax.service.gov.uk/ask-hmrc/chat/self-assessment - you start off with a chatbot which will try and direct you to various pages but just keep repeating that you need to speak to an advisor about a refund. It will tell you if no advisors are available but otherwise you will be put in a queue. I had to wait about 30 minutes. 2. Have ready the following info to cut and paste into the chat: your national insurance number, name, DOB, address, the date that you submitted the refund and reference number if you have it and the amount owed. 3. I got cut off from the first advisor and had to wait another 25 mins for the next advisor so I'd recommend just writing it all down and cutting and pasting it in. 4. The adviser checked my account, authorised the refund, asked me to confirm bank account number and sort code and told me it would be in my account within 10 days. Fingers crossed and good luck!

Thank you! I've never been able to get through on webchat before, it always says 'no agents available'. Today, it put me through (approx 15mins wait). Answered security questions (I was also asked the date of my self assessment which I didn't know offhand). Then was told my repayment is being reviewed and I will get a letter within 10weeks. She also said if your account doesn't say 'pe ding' it means there is an issue and you should get in touch earlier. Which i tried to ...... Very frustrating but I'm hoping it may be moving forward now. Thank you for your help!

Hi Jay,
Please go to Self Assessment: general enquiries and click 'Ask HMRC Online' - you can then talk to an advisor via our webchat.
Thank you.

Hi Zimbobecky,

To give you advice on the progress of your repayment, we may have to access your record. To allow us to do this, please contact our Self Assessment team.

Self Assessment: general enquiries

Thank you.

I recently found out that HMRC sent me a check on 5th October 2023. I haven't cashed that check as it came to a previous address. Can I get that refund back into my account. I have moved from UK permanently so won't be able to call them. Tried webchat but that's no use. any suggestions on this?

Hi,
To confirm that you'd like your previous cheque cancelled and reissued, contact or Income tax team.
Income Tax: general enquiries
Please note, if you do not have access to a UK bank account overseas, you can opt to have your cheque issued to a nominee in the UK.
For more advice on this, please contact us as detailed above.
Thank you.

I spoke to someone and was told I would get my claim in 10 days. That was over a month ago. Now when I call I get hung up on after 30 mins of waiting. There are no chat agents to talk to. It's thousands of pounds and I do need it back. How do I get my money back, I've followed your process and you've not paid me as promised?

Same issue here - submitted claim 28th January. Nothing since. No record of the claim on my account anywhere. Can't chat to anyone online because it says no one is available. Anyone would think HMRC wants to hold on to my money...

Same issue here. Submitted claim originally in November but did not write down the reference number. Re-submitted on 2025-02-10 (should have been processed by 2023-03-23 acording to HMRC themselves). Funds still not received. When contacting over the phone (after along wait) the adviser repeatedly suggests submitting a refund request online while completely ignoring that I already submitted one. In the end adviser said he needs to put me on hold and hanged up instead. When contacting via webchat (as suggested by Jay Sear above) the adviser stated that they cannot help with this via webchat and I should write a letter instead. I wonder if anyone from HMRC monitors this forum and can provided an authoritative answer as to what is a correct route to chase a refund reques that has not been honored by HRMC?