Taxpayers warned not to get caught out by expensive call connection services for HMRC

Taxpayers using call connection services to contact HMRC are being warned that this method is costlier than calling directly.

Some people might use these services by accident – call connection services are offered by private companies and appear in some search engine results as ‘ads’. These companies offer a service to put callers through to HMRC, using a premium rate number.

The Low Incomes Tax Reform Group (LITRG) has alerted HMRC to the situation and is urging taxpayers to take care not to be caught out by these services when searching online for an HMRC helpline number.

Antonia Stokes, Technical Officer at LITRG, said, “Call connection services offer access to HMRC helplines but at very high rates. The companies we have seen recently are using premium rate 09 numbers with service charges of £3.60 per minute, often with an additional one-off connection charge, plus the caller paying their own telephone provider’s access charges.

“We understand that call connection companies using premium rate numbers have to follow a Code of Practice, which includes providing transparency about pricing information. Nevertheless, we have recently heard from taxpayers who have mistaken these phone numbers for direct HMRC contact lines and who have been shocked to see the cost of the call on their phone bill.”

Antonia added, “One recent example involved an individual who paid £140 for a call to HMRC as they inadvertently used a call connection service. With other pressures on living costs, this is a mistake most people can ill afford.

“We have also heard from taxpayers who have been put off from contacting HMRC for help as they think they cannot afford the call charges – but those charges are via call connection services and not for calling HMRC directly.”

LITRG is offering the following advice:

• Don’t assume the first search engine result is the direct number for the HMRC helpline you wish to contact
• Check the number you are dialling – most official HMRC helplines are “03” numbers. Numbers beginning 09, 087 and 084 carry extra charges or “premium rates”. HMRC do not use premium-rate phone numbers.
• Check your internet search results carefully – read disclaimers and pay attention to the URL (website address). Official information on HMRC helplines will usually be found on GOV.UK.
• If you do use a call connection service inadvertently, follow the Phone-paid Services Authority (PSA) guidance on unexpected charges on your phone bill. In certain instances, the PSA (as regulator of certain telephone services) can investigate issues reported to them.

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