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Posted Thu, 15 Jun 2023 10:56:48 GMT by HMRC Admin 25
Hi Anthony Gallagher,
If you access the online chat and ask 'where is my UTR' and then 'speak to an adviser' this will transfer you to a webchat adviser if they are available.
Self Assessment: general enquiries
Thank you. 
Posted Thu, 15 Jun 2023 11:12:51 GMT by HMRC Admin 25
Hi Dannyampson,
The timescale of 6 weeks is an estimate and can change at peaks times.
The current timescale is currently 10 weeks for additional security checks.
Thank you. 
Posted Thu, 15 Jun 2023 11:51:05 GMT by HMRC Admin 8
Hi Mohammed Salih,
Go to and search 'contact HMRC'. Then choose Self-Assessment and go to 'Ask HMRC Online'.
This will take you into webchat for your query to be  dealt with.
Thank you.
Posted Thu, 15 Jun 2023 12:34:44 GMT by HMRC Admin 32
Hi WhereIsMyTaxRefund,

You will need to use the 'ask HMRC online' link to contact us by webchat to review this.

Self Assessment: general enquiries

Thank you.
Posted Thu, 15 Jun 2023 13:28:57 GMT by HMRC Admin 10
Hi jakk Pierpoint
If you have submitted the requested documents in writing you will need to allow time for this to be reviewed.
Posted Thu, 15 Jun 2023 17:22:13 GMT by jakk Pierpoint
I have waited nearly 2 months now they have told me up to the 11/07/2023
Posted Sat, 17 Jun 2023 08:55:42 GMT by Aaronrey1991
Everytimr I ring I get fobbed off with different days got told to ring after 6 weeks then an extra 2 which then the phone lines had been shut off because apparently they arnt that busy which I got told by the customer service phone line then I spoke to some on the online chat said it had gone up to 10 weeks which takes me to the 26th of June really don’t know how hard it is to process a payment like
Posted Mon, 26 Jun 2023 17:17:32 GMT by Landon
For two years I have been trying to sort an investigation on my account from the 19/20 tax year. I have been paying 30% tax ever since, over 70+ hours on hold and approximately 30mins talking time. Letters, I.d, proof of address, cis reports and payslips sent in the post lead to more conversation to be told to send what I have already sent, It took 8 phone calls for someone to put a referral though to look into the paperwork sent which then an after a year of having the correct paperwork finally started to move forward. 5 months later after being pushed back the 5 times because the two departments dealing with my case don’t have an email or phone number so stuck speaking to the middle man again who once again also doesn’t know anything and tells me to ring at the end of the month after putting a complaint in about the customer service received put forward by your employee not myself. Now at the end of my investigation, all checks have been verified and waiting for my account to be reopened I have rang today and been on hold for 2hours over two phone calls after the first was disconnecting (again)… only to be told they cannot no longer log into my account and update me of the progress and I have to speak to online support which are no longer available. What do I do, who can I speak to and how do I get this sorted being so close to the finish line. Disgusting and appalled by how difficult it is to navigate your system and get an answer without being fobbed off time and time again.
Posted Wed, 28 Jun 2023 12:59:07 GMT by Paul McPherson
I submitted my information in April. It gave an amount owed to me on my account so I requested a refund. Spoke to someone in May. They said it completed security checks by 3rd June.. no. Called again. They said give it 2 more weeks but they had escalated it for completion. Now the helpline is closed and the chat bot keeps taking me in circles. Where is my money snd why can't we interact with a human being?
Posted Fri, 30 Jun 2023 14:33:57 GMT by HMRC Admin 20
Hi Landon,

I apologise that you are having issues getting this sorted, these cases can be reviewed by specialist departments.
If you contact our Self Assessment webchat we may be unable to access or update your record, however we may need to refer this to the correct department.
The Self Assessment helpline is currently closed and will reopen on 04/09/2023.
Any queries before then will need to be made through webchat. Self Assessment: general enquiries.

Thank you.
Posted Tue, 04 Jul 2023 14:01:52 GMT by HMRC Admin 5
Hi Paul McPherson

If the repayment has been selected for additional security checks the latest timescale for these checks is 10 weeks.
If you contact us by webchat and asked to 'speak to an adviser' you will be put into the queue for webchat Self Assessment: general enquiries

Thank you
Posted Tue, 04 Jul 2023 20:22:08 GMT by Ashutosh Warang
Hi I have got a reply saying HMRC has refunded my tax return but it is not reflecting in my bank account.
Posted Tue, 11 Jul 2023 13:00:24 GMT by HMRC Admin 32

If it has been more than 10 working days since it has been issued contact our Self Assessment team.

Self Assessment: general enquiries

Thank you.
Posted Mon, 14 Aug 2023 14:47:23 GMT by Bilandany87
Hi...i applied for my tax return on 12 april 2023....6 weeks later i phoned hmrc to see what happens....they said a letter was sent to me saying that i need a new utr because of my IVA. Btw i never received that letter. Then they said it take 4 weeks to generate a new utr then they will release my refund. After 4 weeks i contacted them again ,they said that the new utr is not yet generated and they will send a referral to the spacialists team......then i waited another 4 weeks then...quess what...same utr and another referral to be sent... The thing is now we in august...and i get the same story after every 4 utr no tax refund no nothing...the specialists team👎not helpful whatsoever.... Please help me....what should i do...😟
Posted Wed, 16 Aug 2023 09:50:17 GMT by Bill01
@bilandany87 im in a similar situation. I did get the utr in the end HMRC moved my self assessment from the old to the new. Repayment went to pending, then changed to me owing money as the cis deductions weren’t on the return. Changed back to pending, 10 days later still pending as it’s and unsolicited return. Now being told potentially another 10 weeks!!! Originally submitted 06/04. I had a complaint that was closed once the new utr was issued. It shouldn’t have been closed until all was resolved, no letter confirming complaint number or anything. Submitted a new complaint 4 weeks ago and nothing. Online chat just keep saying wait for a response but don’t give a timeframe. Would help if there was a line for insolvency but I can’t find one anywhere!
Posted Tue, 22 Aug 2023 17:32:33 GMT by Chrisdiggaz
Tax refund is now 5 months over due and all I’m getting is lie after lie. Phone lines shut webchat people tell you something different every time. My rebate was due according to HMRC letter dated 12/07/23 should have been paid within 10 days and nothing, then web chat say’s definitely 100% be paid by 23/08/23 just come off line now having been told that it has been released but not sent and could take another 6 weeks. I’m not being rude but how can different people say different things if it’s on the screen in front of them. My taxes are paid on time and return on time yet it’s lie after lie.
Posted Tue, 26 Sep 2023 15:31:03 GMT by GDulay
I submitted a refund request on 5th Sep, payment was meant to take 2 weeks, i'm now being told it will be 6 weeks. I have little confidence the HMRC will not push that date out further, given some of the posts on here.

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