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Posted Mon, 07 Aug 2023 13:44:04 GMT by Henry5dad
HMRC's unacceptable delay in refunding my overpaid tax is a cause of significant financial worry for me. My request for refund was confirmed on the 10th of July 2023. I use the online portal to communicate. The payment shows in my Personal Tax Account as Pending. The refund request confirmation states that (Paraphrase) - "HMRC aim to refund in 2 weeks or if additional security procedures are used, upto 4 weeks. Do not contact us before 4 weeks. The Self-Assessment phoneline is closed until the 4th of September. What?! Working with the Online chat I get such an impersonal service it makes it almost impossible to communicate effectively. Finally on attempt 3 I get through to someone a little more helpful, however, they are unable to progress anything because the Additional Security Checks are carried out by another department and they cannot contact or comment on the activities there. Just unacceptable! Then comes the threat that continuing to pursue HMRC could lead to further delays... When attempting to Challenge the verdict of Chat operator, all I get is a message saying "XXX has exited the Chat". This would be exactly the same as having the phone put down on me. Rude! Also, I have been told that the current set of Security delays could impact the refund upto September 25th. In chat number 2 I was told 10th October, so which might I believe? If HMRC feel it acceptable to end the discussion when the verdict is given, surely a consistent verdict is required in such a binary transaction? What will HMRC do to compensate me for the missed investment opportunity this delay is causing, or lost personal opportunity? Will interest be added? Ultimately, this cannot be considered an acceptable level of service. My cash is being with held by HMRC for no fault of my own, without the right to do so, and seemingly also outside of the advice given in HMRC communication. Is there a serious problem here? Is there a resource issue that needs addressing? When will the information provided by HMRC be consistent, correct and adhered to by HMRC? In order to support HMRC, I am happy to contact my local MP and request Questions be raised in the House if HMRC has some fundamental operating issues . What would HMRC wish me to contact my MP about, where is my support most helpful and on which specific topics? Please confirm so I can be most helpful. Finally, when should I expect you to release my very hard earned money? Note: My Money. What a shambles...
Posted Tue, 08 Aug 2023 06:05:41 GMT by BigJohnTheBrikkie
I submitted my Tax Return on 14th April and it went Pending on 18th April, no communication and no payment. Has the Government run out of money as there is now way it should take nearly 4 months to pay out, Contact you MP Henry as I am doing this today, questions need to be asked.
Posted Wed, 09 Aug 2023 08:42:34 GMT by Henry5dad
WarningThis post is currently being moderated and will be visible when it has been approved by a HMRC moderator.
Posted Fri, 13 Oct 2023 16:42:35 GMT by Paula Sparrow
I submitted a tax Return for a client on 14 June and we are still waiting for the repayment. "Security checks" is the only response I get when I phone. None of this is acceptable.
Posted Tue, 24 Oct 2023 09:37:00 GMT by HMRC Admin 21
Hi Paula
You would need to contact HMRC to review. The agent priority helpline 0300 200 3311 or Self Assessment: general enquiries
Thank you.
Posted Wed, 01 Nov 2023 16:15:41 GMT by neil groom
Hello My self-assessment repayment was applied to the statement on 8 August, and the refund shown as pending. Knowing that this can sometimes take a week or two, I waited before phoning HMRC on 22 August - I was told that the repayment was subject to security checks, and that repayment would be made by 31 October. Phoning today (1 November) I am now told that this is subject to security checks and not to phone back before 10 January 2024. I appreciate that you can't give specific guidance here, but can you please advise how long security checks take? I am concerned that every time I phone HMRC, the deadline is arbitrarily moved, with no explanation of why.
Posted Wed, 08 Nov 2023 10:59:33 GMT by HMRC Admin 25
Hi neil groom,
The timescale for the securtiy checks are based on the current position in HMRC.
If you have been advised the current timescale is 10 January 2024 then this would be the date we would need to allow for the checks to be completed, but, they can be completed before then.
If you have an onlne account if you check once the repayment is issued it will show the issue date. 
Thank you. 

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