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Frequent payroll queries There has been a 10.39% reduction in queries on the tax code applied, however it still stands at 25% of payroll queries, despite the fact that payroll professionals are only responsible for implementing the code and not the calculation and allocation of the code.
HM Revenue and Customs (HMRC) are currently promoting their personal tax app, where employees can find their personal details, including national insurance number and details of their tax code. There is also a range of ways to find information and submit any changes to personal circumstances.
Encouraging employees to refer to the HMRC app could greatly reduce the volume of queries into the payroll department in the long term. More information can be found at https://www.gov.uk/guidance/download-the-hmrc-app .
VIEW YEAR-ON- YEAR DATA
MOST FREQUENT PAYROLL QUERY
26%
25%
18%
16%
5%
Underpayment due to late data sent to payroll
Queried tax code applied
Unable to access online payslip / portal
Support to understand their pay / payslip
Other
4%
3%
2%
1%
0%
Underpayment due to payroll error
Payslip not received
Overpayment due to late data sent to payroll
Requesting early access to pay details prior to pay day
Overpayment due to payroll error
19
In most cases percentages have been rounded to two decimal places for clarity and may not add up to 100%. Graphics may have been rounded to whole percentages.
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