HMRC Charter published

05 November 2020

HMRC has published its new Charter, alongside the Your Charter annual report: 2019 to 2020.

The Charter details what taxpayers can expect from HMRC, but also lays out what HMRC expects from its customers in return. HMRC continuously strives to improve customer service, and what the Charter does is defines the service and the behaviours that individuals should expect when dealing with HMRC.

There is also information available regarding HMRC’s principles of support for customers who need extra help, and HMRC Charter performance indicators.

The annual report compares HMRC’s performance against the Charter and discusses progress and the priorities for future improvements. The most recently published annual report covers the period from April 2019 to March 2020, and:

  • Assesses HMRC’s performance against the Charter and its individual commitments. This includes independent contributions from both external stakeholders and the Adjudicator for the first time
  • Describes the work carried out by the Customer Experience Committee
  • Outlines areas of focus for the Customer Experience Committee for the coming year


Information provided in this news article may be subject to change. Please make note of the date of publication to ensure that you are viewing up to date information.