HM Revenue and Customs (HMRC) has issued a direct warning to thousands of UK households, advising them to use a specific four-word phrase when contacting the tax authority by phone. The guidance was shared publicly on X, formerly Twitter, in response to a taxpayer's plea for help.
Taxpayer's Frustration Highlights Common Issue
The alert came after a taxpayer struggling with their tax code reached out for assistance. The individual explained they had been trying to contact HMRC for weeks regarding an issue with their tax allowance after starting a new job while on a career break from another.
"Half of my allowance is stuck in the job I'm not in!" the taxpayer stated, highlighting a common problem where tax-free allowances are not correctly allocated between employers. They added, "I cannot change my tax allowance to lower as I am not working there just now." The taxpayer also reported significant difficulties getting through on the helpline.
HMRC's Official Guidance and Solution
In its response on 22 November 2025, HMRC clarified that an adviser on the helpline is required to update this specific information. The tax authority provided a crucial piece of advice for bypassing automated systems: Mention 'allocate tax-free allowance' at the automated stage.
This instruction is designed to help callers navigate the speech recognition software used on HMRC's helplines. The system asks callers to state the reason for their call, and using this precise phrase can help direct them to the correct advisor more efficiently.
Preparing for Your HMRC Call
On its official website, HMRC offers further guidance for those planning to call. It emphasises that the helpline uses speech recognition software and may ask security questions. HMRC strongly recommends ensuring your personal details and address are up to date in your personal tax account before calling, as outdated information could cause you to fail telephone security checks.
For those who cannot use speech recognition software or need extra support, HMRC provides alternative access methods. This includes using Relay UK if you cannot hear or speak on the phone by dialling 18001 then 0300 200 3300.
