https://taxagents.blog.gov.uk/2017/04/11/resolve-your-issue-with-the-agent-account-managers/

Resolve Your Issue with the Agent Account Managers

I have been looking at the wide variety of issues that are received by our Agent Account Managers (AAMs).

The AAMs provide an issue resolution service for tax agents, and advisers, who are unable to find answers to client-specific problems through the usual HMRC channels. The AAMs are not a substitute for following our formal complaints procedure but they can help agents deal more effectively with HMRC by acting as an intermediary when normal communication channels are not operating effectively.

Over 10,000 agents are registered to use our AAM service. The issues we assist with range from common problems, such as progressing client repayments, to more specific questions, such as finding the correct process for R40 claims for children and the elderly.

If you would like to register for the AAM service, please complete this online User Registration form