What is your experience of HMRC’s performance?
By Susan Cattell, Head of Tax Technical Policy
13 February 2024
We outline how you can give your input on HMRC’s performance in the past year, by completing the 2024 Charter Stakeholder Group survey.
What is the HMRC Charter?
HMRC is legally required to have a Charter that sets out the standards of behaviour and values it should apply in carrying out its work. The current version of the Charter was launched in November 2020. HMRC is also required to make an annual report reviewing the extent to which it has demonstrated the standards and values included in the Charter.
The Charter Stakeholder Group
The group is made up of representatives of the tax community, including ICAS, ICAEW and the CIOT. It holds regular meetings with HMRC to discuss how the Charter is being reflected in taxpayer and agent experience of dealing with HMRC. It also gives formal input about how HMRC is performing against the standards in the Charter, for inclusion in the annual Charter report.
Complete the 2024 CSG survey to give your input on HMRC’s performance
Last year the CSG conducted a survey to obtain feedback on HMRC's performance, with the results forming a key part of the Group’s feedback on HMRC's performance, which was published in the Charter annual report in July. Complaints about HMRC’s service levels permeated the feedback received. ‘Being responsive’ had the lowest score, with an average of just 2.3 out of 10. ‘Making things easy’ and ‘getting things right’ also scored poorly, at 2.7 and 3.4.
We have decided to run the same survey again this year, to provide a comparison with the 2023 scores and we would like your input on HMRC’s performance in the past year. The survey should take no more than ten minutes to complete, and we welcome input from individuals, businesses and agents – please complete the survey by Friday 8 March.
Let us know your views
ICAS responds to many tax calls for evidence and consultations, as well as producing tax policy papers and reports. We also regularly attend meetings with HMRC at which service levels, delays and other issues are discussed, and we raise problems being encountered by members. We welcome input from members to inform our work; email tax@icas.com to share your insights and feedback.
