Where appropriate, you should still use the standard, established HMRC teams for specific processes and queries such as opting to tax, RTI, gift aid etc.
When you have a specific query which does not relate to the 'standard' matters dealt with by specific teams, you should contact the HE/FE team email address: hfesector.wmbc@hmrc.gov.uk
You can no longer direct your query to a specific member of the HE/FE team, even if you have a Customer Compliance Manager (CCM).
All communication to the HE/FE team should be via their query template document (a new version of the template has been issued) - any queries submitted not using the template will be returned unanswered.
This protocol applies to advisers acting on your behalf as well as to university staff contacting HMRC directly.
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11 February 2020 
Amanda Darley, Head of Operations and Engagement
