HM Revenue & Customs (HMRC)
The HM Revenue & Customs (HMRC) Cardiff Office provides support for VAT enquiries from businesses and individuals outside the UK. Common reasons to call include questions about VAT registration, compliance, and changes to business details. The office operates Monday to Friday from 08:00 to 18:00, and Saturday from 09:00 to 13:00, with closures on Sundays. Callers should be prepared for potential wait times, especially during peak tax seasons. For complex queries, initial information may be collected for follow-up by a specialist. Automated callback and online self-service options are available to help manage wait times.
Updated 4 Nov 2025
Expected outcomes
- Answer VAT registration questions
- Provide VAT compliance support
- Update business details
- Assist with Making Tax Digital
- Escalate complex queries
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- VAT registration number
- Business details
- Nature of enquiry
- Details of changes
- Identity verification
Known issues
Callers often experience long wait times, particularly during peak tax seasons. To mitigate this, HMRC recommends using automated callback services or exploring online self-service options. Additionally, complex queries, especially those involving international transactions or compliance issues, may require escalation to specialist teams, which can delay resolution. For these cases, initial details are collected by the first agent, and a specialist will follow up as needed. Being prepared with all necessary information can help streamline the process.
