Is it better to contact HMRC or an accountant when you need help with tax?

Keeping up with tax obligations can feel overwhelming for many taxpayers, resulting in a need to make contact with HMRC.

New data reveals that this might not always provide the reassurance required, as some taxpayers describe the process as “traumatic”.

Knowing whether it is necessary to contact HMRC or if an accountant can provide reassurance might save a lot of stress and get you in better control of your tax.

Is it helpful to contact HMRC for reassurance about tax?

With the recent release of the Individuals Customer Experience and Perceptions Survey 2025, it is apparent that the way in which taxpayers engage with HMRC directly impacts the quality of support they receive.

When seeking support, 59 per cent of those who used purely online channels found the experience positive compared to just 44 per cent of those who used telephone and online channels.

Reaching out to HMRC using the phone was commonly the result of a need for reassurance that rules had been understood correctly or due to the information online not being clear enough.

Given that these taxpayers were likely concerned that they may face penalties for getting something wrong, it is disappointing that many faced spending “three or four hours on the phone waiting for someone” when they needed clarity.

This inability for HMRC to consistently provide reassurance when it is required has resulted in just 28 per cent of people believing that the organisation is efficient.

While the status of HMRC is slowly improving, the disconnect between what is currently being provided and what is needed suggests that taxpayers should explore other options for understanding their tax obligations.

How else can taxpayers be reassured about their filings?

While there are times when speaking to HMRC directly is helpful, this is not the only option for becoming confident in your tax compliance.

A fear of getting stuck in contact with HMRC often results in taxpayers delaying engagement with their taxes, resulting in more stress and a higher risk of making mistakes when filings are due.

Instead of letting the pressure mount, working consistently with a team of accountants can provide an ongoing relationship with your tax and finances that will put you in a stronger position.

Knowing what your tax exposure is can also result in becoming more tax efficient, mitigating some of the tax bill and making it easier to pay.

While only 44 per cent of taxpayers describe HMRC as approachable, our friendly team are on hand to give you the support you need when you need it.

You can be confident that your tax is under control as our team will work with you to determine your specific exposure and the best approach to take with your finances.

If you do have a question that only HMRC can answer, we will support you in knowing how to get the information you need.

For ongoing support that can make you more confident with your tax filings, get in touch with our team today.