Revenue and Customs: Repayments
The question
To ask the Chancellor of the Exchequer, whether she has made an assessment of the potential impact of (a) delays in HMRC Self Assessment tax repayments and (b) the non-fulfilment of published complaint response timeframes on taxpayers awaiting refunds.
Answered by Dan Tomlinson
HMRC recognise that repayments are important for customers. They prioritise them to ensure they are processed as quickly and securely as possible.
HMRC balance the provision of prompt payments to eligible customers with effective revenue protection from fraudsters.
For Self Assessment repayments, once the repayment is created it goes through automated fraud and compliance checks. In 2024-25, after these checks, 93.1% of the repayments were paid automatically within a few days.
HMRC continues to invest in automation and to review their internal processes to ensure repayments are issued as quickly as possible.
HMRC recognise too the importance of keeping the customer, and where appropriate the customer’s representative, informed of progress, and are exploring ways of doing that more effectively.
In the meantime, HMRC’s online ‘Where’s My Reply’ tool can help customers understand when they can expect to receive a response.
HMRC aim to respond to complaints within six weeks.
In 2024-25, HMRC responded to 73% of new complaints within this timeframe. HMRC are committed to prioritising customer experience and are reviewing their complaints processes. The Adjudicator’s Annual Report was published on 20 October 2025 and HMRC are using the insight in the report to make further improvements.
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