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A word of warning – you should only access HMRC’s web chat through GOV. HMRC related ‘phishing’ is a big problem, as described in our news piece ‘Beware scammers and fraudsters claiming to be HMRC’ and no doubt we will soon start seeing ‘fake’ web chatting facilities set up to try and get at your personal information.
Just as it is important ALWAYS to write down the details of a phone call with HMRC, keeping a copy of an online chat is vital to prevent any disagreements arising as to what was discussed and/or agreed upon.
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HMRC have recently launched web chat – a new online service which allows you to have a one-on-one online conversation with an adviser. Webchat is a welcome development and this article gives some guidance on how to use the service.
We understand that HMRC are currently working on a facility whereby the full transcript is sent to your email address as supplied in the pre chat survey, which would be helpful to those accessing web chat through a mobile phone.We understand that the hours may be extended as the 31st July renewals deadline approaches.According to HMRC, customer feedback on the webchat service to date has been very positive – many find it much easier and more convenient than phoning.We understand that HMRC intend to increase the number of staff allocated to web chat services and introduce the facility for employers, income tax and child benefit as soon as possible.HMRC are currently working on the development of web chat for the Welsh language and sign language.