Request your 2025 P60 document

Frequently Asked Questions for P60’s / Tax Certificates

• “I haven’t received my P60 / Tax Certificate yet.”

  All P60’s and Tax Certificates will be sent out by 30 April 2024. HMRC regulations state that as a company we must issue all P60’s by 31 May 2024.

  If you haven’t received your P60 or Tax Certificate by 03 May 2024, please contact us and we’ll send a duplicate.

• “I don’t pay tax, why has Canada Life been taxing me?”

  The tax codes that we apply to your payments have been sent to us directly by HM Revenue and Customs (HMRC). However, HMRC are aware of the other income(s) that you may have elsewhere and take this into account when assigning your tax code. So, if you think that you’ve been given the wrong tax code or taxed incorrectly and would like a rebate, you’ll need to contact HMRC directly.

• “How do I contact HMRC?”

  You can contact them by phone on

  • If calling from the UK: 0300 200 3300
  • If calling from overseas: +44 135 535 9022

  Please note that you can use Relay UK if you can’t hear or speak on the phone: dial 18001 then 0300 200 3300.

  HMRC phone lines are operated from 8 am to 6 pm Monday to Friday (Closed Weekends and Bank Holidays)

  • Best time to call HMRC is before 10am or after 5pm, Monday to Friday.
  • For Telephone enquiries, you will need to have your National Insurance Number available as you may be asked for it.

  Please note that the helplines use speech recognition software, so you may be asked ‘why are you calling HMRC?’ You may need to answer with short phrases and words on the nature of the call. HMRC state on their website that if you cannot use speech recognition software, there are other ways that you can contact them. You can find out more by clicking on this link: how to get help from HMRC if you need extra support.
  
  

  By post:

  Pay As You Earn and Self Assessment

  HM Revenue and Customs

  BX9 1AS

  United Kingdom

• “I have tried to contact HMRC to review my tax situation/personal details, but I can’t get through to them as the lines are constantly busy. What can I do?”

  HMRC are trying to encourage individuals to set up their online Personal Tax Account at HMRC online services: sign in or set up an account: Sign in to HMRC online services - GOV.UK (www.gov.uk): Here you can check all of the information HMRC hold.

  You can advise HMRC of any changes needed and raise any new questions through a secure link.

• “You have used a different tax code to what I have, and I think I have paid too much tax – how can I be reimbursed?”

  The tax codes that we apply to your payments have been sent to us directly by HM Revenue and Customs (HMRC). HMRC are aware of the other income(s) that you may have elsewhere and take this into account when assigning your tax code. However, if you have any concerns about your tax code or think that you might be due a rebate, please contact HMRC directly to discuss this

• “Why does my tax code have an S at the beginning? Why do I have a Scottish tax code? I should not have a Scottish tax code, so my P60 / Tax Certificate is wrong?

  The letter S before the tax code confirms your Scottish residency for paying tax. This was sent to us by HMRC as they have you noted on their records as a Scottish resident. If you think that this is incorrect, you will need to contact HMRC.

• “My National Insurance number is not correct on the P60 / Tax Certificate?”

  If the National Insurance Number that is noted on your P60 / Tax certificate isn’t the same as your records, please send us evidence of the correct number and we’ll update it on our system. You may be able to locate your National Insurance Number on any communication you’ve received from HMRC/DWP about tax, pensions, or benefits, in the HMRC app or in the National Insurance section of your personal tax account.

• “The total annuity amount for the year as shown on my P60 / Tax Certificate does not match what has actually been paid. Why is this?”

  The P60 shows the “total gross amount paid” and “total tax deducted” (halfway down on the P60 / Tax Certificate). The amount that you would have received is the difference of these two figures and will match the amount that is shown on your bank statement.

• “My P60 / Tax Certificate says pensioner on it, but I thought I had an annuity/drawdown policy with Canada Life?”

  Although the P60 / Tax Certificate says the word pensioner on it, the type of retirement product you have has not changed.

• “Can I cash my annuity in for a lump sum?”

  No. At the onset, you and Canada Life agreed that the policy will pay for your lifetime and (if applicable) after that to your spouse. Once the policy is in payment, that remains unchangeable.

• “I live in Wales, should I have a Welsh tax code?”

  If your tax code begins with the letter C, then HMRC are aware that you have Welsh residency for tax. If your tax code doesn’t have this and you are a Welsh resident, you’ll need to contact HMRC directly.

• “I have been living abroad, and therefore I should not be paying tax in the UK. Why have I had tax taken from my payments?”

  The tax codes that we apply to your payments have been sent to us directly by HM Revenue and Customs (HMRC). If you believe that you shouldn’t be paying tax in the UK, you’ll need to contact HMRC, and they’ll be able to help you with regards to updating your residency tax status.