The HMRC Charter sets out the standards of behaviour and values that HMRC will aspire to when dealing with taxpayers and others. The Charter Stakeholder group provides feedback on HMRC's performance against the Charter, based predominantly on the results of its annual survey. It is now possible to complete the survey for 2025-26. 

The results of the survey are shared (anonymously) with HMRC and published in HMRC’s Annual Report and Accounts. In its review of HMRC’s performance in 2024-25, the group reported that complaints about HMRC’s service dominated the feedback from the survey, although some improvement was noted on the previous year.

The survey has 13 multiple choice questions based around the HMRC Charter standards, with some questions allowing the user to make brief comments. Input is welcomed from individuals, businesses and agents by the deadline of 26 April 2026. The survey should take less than 10 minutes to complete.  

If you are both an agent and a taxpayer, and wish to respond in both capacities, please complete the survey twice, once in each capacity.