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Keep me informed
KEY POINTS
- HMRC should take into account the level of a taxpayer’s knowledge of tax.
- Expectations of dealing with HMRC are lower than with private businesses.
- The more taxpayers are kept informed about their queries the happier they are.
- Courtesy and respect are important.
It will not come as a surprise that many taxpayers are unhappy with the time it takes for HMRC to resolve queries. In fairness many people would express similar dissatisfaction with other large organisations so it is not a problem unique to the Revenue.
However the department wanted to find out more and learn how it could improve. It commissioned research from Kantar Public which selected about 50 individuals small businesses and agents because they had previously complained about the service from HMRC.
The participants...
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