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Share your experiences of HMRC performance against the Charter


Published: 15 Apr 2021 Update History

The stakeholder group responsible for inputting into HMRC’s Charter Annual Report is looking for feedback on how HMRC has performed during 2020/21.

In November 2020, HMRC published its new Charter outlining what taxpayers can expect when interacting with it and each year it publishes an Annual Report on how it is performing against those standards.

HMRC’s Charter Stakeholder Group is now gathering feedback on performance against the Charter standards between April 2020 and March 2021 to inform the next Annual Report.

The group is evaluating the extent to which HMRC has demonstrated the standards of behaviour and values outlined in the Charter, which include:

  • Getting things right.
  • Making things easy.
  • Being responsive.
  • Treating taxpayers fairly.
  • Being aware of taxpayers’ personal situations.
  • Recognising that someone can represent taxpayers.
  • Keeping taxpayer data secure.
  • Mutual respect

The group is looking for feedback on performance and any other priority areas that HMRC should focus on in 2021/22.

ICAEW members wanting to contribute should send their feedback to caroline.miskin@icaew.com by Tuesday 20 April 2021.

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