Publication of HMRC Charter Annual Report 2013-14

23 October 2014

The annual report on the HMRC Charter for 2013-14 has been published.

The Charter sets out clearly and simply what customers can expect in their dealings with HMRC, and the behaviours that HMRC in turn expects of them.

HMRC says that:

The report shows that during the last year we’ve continued to make good progress in delivering services for customers. We achieved our best ever performance during 2013-14, exceeding tax and compliance revenues compared to the previous year, while continuing to improve customer service levels and make sustainable cost savings.

At the same time we know there are aspects of our performance where we need to make improvements. We’re continually working with our customers on new ways of improving customer service, including SMS texts for our tax credits customers to remind them to renew and trialling a wide range of new digital services that will transform the way we serve our customers over the coming years.

Quite rightly, our customers’ expectations are high and so it is important we check that the rights and obligations contained in the current Charter fully meet their needs. We are reviewing the Charter to see how we can improve our approach further.