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Do HMRC operate within the confines of their charter?
KEY POINTS
- HMRC believe they have made progress but acknowledge there is much more to do.
- Customer service results have improved but there is no room for complacency.
- HMRC believe they will meet their goal of decreasing costs for taxpayers.
- Agents are the most critical of HMRC’s dealings with them.
Your Charter is at the forefront of HMRC’s thinking as they develop new ways of working according to Lin Homer chief executive and HMRC charter champion in Your Charter Annual Report: April 2013 – March 2014.
The report the third on the progress of the charter focuses on:
- answering taxpayers’ calls and rolling out 03 telephone numbers;
- dealing with post;
- modernising PAYE with real time information;
- ...
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