How Should I Respond to Common Employee Payroll Questions?
A reference guide for employers on answering employee payroll queries clearly and correctly
This guide provides standardised answers to common payroll questions from employees. It is intended for employer reference only — please don’t send it to employees directly as a document.
We recommend using these responses when replying to queries, or integrating them into your company’s internal resources (e.g. employee handbooks or onboarding packs).
💬 Common Employee Questions and Suggested Responses
Q: How do I find my payroll number?
🟢 A: Your payroll number (called your “Works Number”) is listed on your payslip.
Q: What is a P45?
🟢 A: A P45 is given to you when you leave employment. It shows your total taxable pay and tax deducted in the current tax year. Give this to your new employer to help them apply the correct tax code.
Q: What is a P60?
🟢 A: A P60 is issued at the end of each tax year (5th April) and shows your total pay and tax for the year. It’s only issued if you were still employed on 5th April.
Q: I think my tax code is wrong — what do I do?
🟢 A: Your tax code is based on the info you gave when you started. If you believe it’s incorrect, contact HMRC on 0300 200 3300 with your latest payslip ready.
Q: What is the Tax Office Reference Number?
🟢 A: You’ll find this in the bottom right corner of your payslip. It usually looks like this: 120/AB12345.
Q: How do I opt out of the workplace pension?
🟢 A: You should have received instructions directly from the pension provider (by post or email). If not, let your employer know so they can help.
Q: Can I rejoin the pension scheme if I opted out?
🟢 A: Yes, you can rejoin at any time. Just ask your employer and they’ll get the process started.
Q: What’s HMRC’s postal address?
🟢 A:
Pay As You Earn and Self Assessment
HM Revenue & Customs
BX9 1AS
Q: I have other questions. Who should I speak to?
🟢 A: Please contact your employer directly with any further queries.
📌 Notes for Employers
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Use this guide to keep your responses consistent and accurate
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Don’t try to resolve tax issues on behalf of employees — always refer them to HMRC
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Keep pension scheme details on hand in case employees need help with opt-out or re-enrolment
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Consider adding these FAQs to your internal employee handbook or onboarding materials