HMRC launches consultation into its draft revised charter – have your say!

28 February 2020

HMRC is planning to update its charter which outlines the standards of behaviour and values that HMRC aspires to when interacting with customers - effectively what customers can expect from HMRC, and what HMRC expects from its customers.

HMRC’s charter is a legal requirement under the Finance Act 2009 section 92, and the legislation states that the charter ‘must include standards of behaviour and values to which Her Majesty’s Revenue and Customs will aspire when dealing with people in the exercise of their functions.’

There is also a legal requirement for the charter to be regularly reviewed and for the revisions to be published. The charter was last reviewed and completed in August 2015. HMRC initiated the current review into the charter back in September 2019 and the ambition is for the revised charter to communicate the experience that it wants to deliver to customers more effectively.

Recommendations were made by both the Loan Charge Review and the House of Lords Economic Affairs Committee Report ‘The Powers of HMRC: Treating Taxpayers Fairly’ in relation to the charter, and they have been accepted and acknowledged in revising the charter.

The consultation period will run from Monday 24 February to Friday 15 May 2020, in which time HMRC welcomes comments on all aspects of the revised draft charter and how HMRC uses it.

The draft version of the HMRC revised charter can be found here.

HMRC has provided some questions, which may help to structure any feedback:

  • Do you think the draft charter sets the right standards for HMRC’s service to customers?
  • To what extent do you feel the draft charter sets out the areas which are most important to customers when interacting with HMRC?
  • How you would like to see HMRC measure and monitor how it is performing against the charter, including how it can best listen to feedback and take action on areas for improvement?

Feedback can be emailed to [email protected].

Alternatively, comments can be written to: HMRC Charter Team, Customer Insight and Design Directorate, 9th Floor, 10 South Colonnade, Canary Wharf, London E14 5AB


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