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Do HMRC provide a service in line with their pledges to the taxpayer?
KEY POINTS
- More work to be done to put the charter at the core of HMRC’s business.
- HMRC are working to improve customer service.
- Agents are least impressed with HMRC’s performance.
The second report on how Your Charter is working was published by HMRC in the autumn. It summarises how the department has demonstrated charter values over the 15-month period to 31 March 2013.
In her foreword Lin Homer chief executive of HMRC said:
“The relationship that HMRC has with our customers is central to how we go about collecting the taxes that fund the UK’s public services and in providing targeted financial support to families and individuals.”
She added that the rights in the charter provided the “foundations” for how they continue to improve customer service. She said future years...
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