Frequently Asked Questions

For tax returns filed electronically with HMRC, the deadline for filing the return is 31 January after the end of the tax year (e.g. for year ended 5 April 2017, the online filing deadline is 31 January 2018). Any underpaid tax is payable by the same date.

For paper tax returns, the deadline is 31 October after the end of the tax year (e.g. for year ended 5 April 2017, the filing deadline is 31 October 2017). Any underpaid tax remains payable by the 31 January following the end of the tax year.

The software we use to prepare tax returns allows us to submit them online and we will do so where possible. If for any reason HMRC are unable to accept an online return from you, and have requested that you submit a paper return, you will still have until 31 January to send this to HMRC.

HMRC may impose penalties & interest for the late filing and payment of any taxes so a tax return should be completed and filed as soon as possible to avoid incurring additional charges. As part of the tax preparation process we will check that any penalties/interest that have been imposed are correct and will correspond with HMRC to make any necessary adjustments.

Once we have received all of the information required to prepare your tax return, we will send it to you for your review and approval within 30 working days. If you need the return earlier please contact us and we will discuss and agree a delivery date.

Please email us as soon as possible as we may be able to accommodate this subject to the availability of the data to complete the return and the successful completion of the client acceptance process.

Please place two separate orders so that we can gather the relevant information for each service.

Like all tax services providers, we are required to adhere to strict anti-money laundering procedures and independence protocols. Whilst we hope there will not be any problems, if we are unable to provide you with tax services for any reason we will contact you within 2 working days of you registering. Any fees you accepted or triggered payment for during the registration process will not be charged.

We ask for payment details when you register for our service. Fees will be debited from your account once all client acceptance checks are complete. We will then contact you to confirm this and to request the data we need to complete your tax return.

We will advise you directly of the documentation required for your return and the best way to provide this to us. Please note that we can accept hard copies in the post or electronic copies via email.

If you have any problems uploading documents, please send a copy of the documents by email to:


Or by post to:

Ernst & Young LLP
Online Tax Services
PO Box 386
Newcastle Upon Tyne
NE99 1XU
United Kingdom

Please include your order number and full name in any correspondence.

Just let us know through your client account. A member of our team will be able to assist you in understanding how to obtain the required information.

Once you have registered as a ‘New User’ or clicked on ‘Forgotten Password’ button, you should receive two emails; one confirming that you have either registered for the website or forgotten your password, and one with the temporary password to use to login into the website. Please note that you will have 24 hours from the time of the email to login into the site using the temporary password and set a new one, otherwise you will need to click the ‘Forgotten Password’ on the login box in order to request a new temporary password.

Once you have set a password, it will last for 60 days after which you can easily reset it using the ‘Forgotten Password’ button on the login screen. You will receive a temporary password which will last for 24 hours to enable you to login and set a new one.

You should usually receive two emails within a couple of minutes; one confirming that you have either registered for the website or forgotten your password, and one with the temporary password to use to login into the website. If you don’t receive the emails, can we suggest that you check your spam folder just in case the temporary password email was delivered there instead of your inbox, otherwise please feel free to contact us using the ‘Contact us’ button shown on the top of home screen.

If you try and enter an incorrect password on three occasions, your account will be locked. To unlock your account, simply click on the ‘Forgotten Password’ link on the login screen and you will be sent two separate emails with a temporary password to enable you to set a new password and continue to make your order. Please note that the temporary password only lasts for a period of 24 hours from the date of the email.

Once you have passed our client acceptance checks and provided all the relevant information and documents, we will review the information provided. If we believe you have selected the wrong service offering, we will reach out to you to confirm this and then raise any further fees or refund the difference, as applicable, via the Personal Tax platform.

If you do expect to receive documents after the filing deadline, please provide us with best estimates of the missing figures so we can file your tax return prior to the deadline to avoid a late filing penalty. An amended return can be filed once you have provided the final documents to us.

Please note this may result in a further fee to reflect the work involved in amending the return.

Please contact us if you are not sure whether you need to submit a tax return to HMRC. We have included below some (not all) examples of when you would need to submit a tax return for the tax year in question:

  • • you were self-employed
  • • you received dividends from shares and you’re a higher or additional rate taxpayer
  • • you received £2,500 or more in untaxed income, for example from renting out a property or from savings & investments
  • • you made a profit from selling assets such as shares or a second home and need to pay Capital Gains Tax
  • • you were a company director (unless it was for a non-profit organisation and you didn’t get any pay or benefits)
  • • your income was over £50,000 and either you or your partner were in receipt of Child Benefit
  • • you had income from abroad that you needed to pay tax on
  • • you lived abroad and had a UK income
  • • your income was over £100,000
  • • you were a trustee of a trust or registered pension scheme
  • • you had a P800 from HMRC saying you didn’t pay enough tax last year - and you didn’t pay what you owe through your tax code or with a voluntary payment
  • • you received any other gross income which you are required to pay tax on, i.e. dividend income in excess of the £5,000 allowance.

Further information is available on HMRC's website. If you are unsure based on your specific circumstances please contact us.

Certain other people may need to send a return (for example religious ministers or Lloyd’s underwriters) - you can check whether you need to, using HMRC’s guidance here:


If you receive a letter from HMRC notifying you to submit a tax return, action is required.

Yes, we can assist you with amending earlier years’ returns and submitting these to HMRC. We would charge a fee for this service, depending on the level of work involved, and this would be agreed with you before any work commenced. Please contact us to discuss what is required.

We will request authorisation online from HMRC to act for you, or in some cases we may ask you to complete and sign an Agent Authorisation form (64-8) as part of our engagement process. This will then enable us to correspond with HMRC regarding your personal tax affairs.

We would agree an additional fee with you before any advisory work commenced. Please contact us to discuss what is required.

Yes. If you are able to provide us with the contact details for your existing adviser, then with your permission, we will speak to them directly to obtain the information we need to ensure the transition to EY is a smooth one.

It may change the way information is reported to HMRC, but it will not change the fact that UK taxpayers will need to ensure the reported position is complete and correct. HMRC are working towards bringing each individual taxpayer’s information together in one place online. Taxpayers and tax agents should be able to access the online service at any time, update certain information and view an estimate of tax liabilities based on information submitted and gathered from third parties. This will take a number of years to implement and EY are working closely with HMRC throughout the implementation to ensure we can keep our clients informed and compliant with any HMRC requirements.

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