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Published on 12 February 2024

Have your say on HMRC’s service

Every year, HM Revenue & Customs (HMRC) publish a report on their Charter. These reports set out HMRC’s performance against the HMRC Charter. This is your chance to complete a survey and tell us how you think HMRC have performed. We will use your feedback when we write our comments for the HMRC report.

a person writing on a board filled with graphs, charts and icons, with the word 'SURVEY' in the middle


LITRG is represented on the Charter Stakeholder Group. The group is made up of representatives of organisations from the tax community, including LITRG and our other Chartered Institute of Taxation colleagues.

The group meets with HMRC on a regular basis to discuss the Charter and the experience of taxpayers and agents when dealing with HMRC. The group also provides feedback for the HMRC Charter annual report. The Charter annual report sets out how HMRC have performed over the year against the Charter. It also includes progress and priorities for improvement. You can read last year’s report on GOV.UK.

HMRC’s Charter sets out the relationship between HMRC and their customers. It explains what you can expect from them, and what behaviours they expect of you.

The Charter Stakeholder Group has prepared a survey to obtain feedback and we would welcome your input.

The survey questions cover the financial year 2023-24. This means we are looking for feedback in relation to your experiences of HMRC from 1 April 2023 onwards.

The results of the survey will form a key part of the group’s feedback on HMRC’s performance against its Charter, which will be published in HMRC’s Charter annual report.

The survey should take no more than ten minutes to complete, and we welcome input from individuals, businesses and agents. The survey will run until 8 March 2024.

Joanne Walker
Technical officer

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