The HMRC Charter
Updated 30 July 2024
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This publication is available at /government/publications/hmrc-charter/the-hmrc-charter
1. About the HMRC Charter
The HMRC Charter is a legal requirement under the . The legislation states that the Charter 바카라 사이트˜must include standards of behaviour and values to which HM Revenue and Customs will aspire when dealing with people in the exercise of their functions바카라 사이트™.
HMRC is committed to improving its customer experience and the HMRC Charter defines the service and standard of behaviour that customers should expect when interacting with us. The Charter is supported by further principles of support for customers who need extra help.
2. The HMRC Charter
Working with you to get tax right
HMRC바카라 사이트¯is here to collect the tax that pays for the UK바카라 사이트™s public services.
We바카라 사이트™ll help you meet your tax responsibilities and make sure you get any benefits, tax credits, refunds or other support you can claim. However, we will take firm action against the small minority who bend or break the law.
Our standards
Getting things right
We바카라 사이트™ll give you accurate, consistent and clear information.바카라 사이트¯This will help you meet your obligations, and understand your rights and what you can claim. When we ask for information, we rely on you to give us full, accurate and timely answers. If you disagree with us, we바카라 사이트™ll tell you about options available to you and work with you to reach an appropriate outcome quickly and simply.
Making things easy
We바카라 사이트™ll provide services that are designed around what you need to do, and are accessible, easy and quick to use, minimising the cost to you.
Being responsive
When you get in touch with us, we바카라 사이트™ll make sure that the people you deal with have the right level of expertise. We바카라 사이트™ll바카라 사이트¯answer your questions and resolve things first time, or as quickly as we can. We바카라 사이트™ll also explain what happens next and when you can expect a response from us. If we make a mistake, we바카라 사이트™ll put it right as soon as possible.바카라 사이트¯If you바카라 사이트™re not satisfied with the service you바카라 사이트™ve received, we바카라 사이트™ll explain how you바카라 사이트¯can make a complaint.
Treating you fairly
We바카라 사이트™ll work within the law to make sure everyone pays the right amount of tax and gets their benefits and other entitlements. We바카라 사이트™ll assume you바카라 사이트™re telling the truth, unless we바카라 사이트™ve good reason to think you바카라 사이트™re not.바카라 사이트¯
Being aware of your personal situation
We바카라 사이트™ll listen to your worries바카라 사이트¯and answer any questions clearly and concisely. We바카라 사이트™ll be mindful of your wider personal situation, and바카라 사이트¯will바카라 사이트¯give you바카라 사이트¯extra support바카라 사이트¯if you need it.
Recognising that someone can represent you
We바카라 사이트™ll respect your wish to have someone else deal with us on your behalf, such as an accountant, friend or a relative. We바카라 사이트™ll only deal with them if you have authorised them to represent you. To protect you, HMRC works with professional bodies to set the standard expected of professional agents who support you to meet your tax obligations. We can refuse to work with professional agents who fail to adhere to this standard.
Keeping your data secure바카라 사이트¯
We바카라 사이트™ll protect information we hold about you and treat it as private and confidential.바카라 사이트¯We바카라 사이트™ll always use that information fairly and lawfully.바카라 사이트¯
Mutual respect
We take any threats, intimidation or harassment very seriously and will take appropriate action against any behaviour of this type.바카라 사이트¯We바카라 사이트™ll always treat you in line with our values of respect, professionalism and integrity. Our employees are people too and we expect you to treat them in바카라 사이트¯the same way.
3. If you are not happy with a decision or the service you have received
If you do not feel the service you바카라 사이트™ve received has met the standards of the Charter you바카라 사이트¯can make a complaint. HMRC will deal with it quickly and fairly.바카라 사이트¯Please make sure you mention the Charter in your complaint and explain which aspects of the Charter you feel HMRC has not met.
If you disagree with a tax decision you can:
- ask for a statutory review of the decision
- appeal to the independent tax tribunal
- do both
A statutory review is undertaken by an impartial review officer in HMRC who was not involved in the original decision and acts as a fresh pair of eyes. A statutory review is quicker and more cost-effective than appealing directly to the tribunal. If you are still not satisfied following the review you can then appeal to the tribunal. Approximately three-quarters of disagreements are settled at review and do not need to go to tribunal.
Find out what to do if you disagree with a tax decision. If you received a decision letter from HMRC, that will also have instructions about what to do.
4. Feedback
HMRC undertakes to identify and keep under review how the Charter standards apply in all aspects of its바카라 사이트¯work.
HMRC monitors feedback received about the Charter standards and a summary is included in the regular reviews of performance by HMRC바카라 사이트™s Customer Experience Committee.
5. How we monitor바카라 사이트¯and report on바카라 사이트¯performance against the Charter
Performance against the바카라 사이트¯Charter is바카라 사이트¯monitored by바카라 사이트¯specific service standards, customer surveys and other data, linked to wider HMRC performance바카라 사이트¯measures. We have published the latest set of indicators and data.
HMRC바카라 사이트™s Customer Experience Committee바카라 사이트¯oversees performance against the Charter - find out바카라 사이트¯more about the Customer Experience Committee.
The committee바카라 사이트¯provides a report each year, assessing바카라 사이트¯HMRC바카라 사이트™s performance against바카라 사이트¯the바카라 사이트¯Charter, and includes progress and priorities for further improvement.바카라 사이트¯바카라 사이트¯
From December 2020바카라 사이트¯the committee will also바카라 사이트¯conduct바카라 사이트¯reviews바카라 사이트¯of performance바카라 사이트¯at its quarterly meeting.바카라 사이트¯These quarterly reviews are also informed by feedback from the Adjudicator바카라 사이트¯(who sits on the committee)바카라 사이트¯and from a group of tax professionals,바카라 사이트¯who바카라 사이트¯will바카라 사이트¯also바카라 사이트¯meet quarterly with HMRC to바카라 사이트¯provide바카라 사이트¯their perspectives on HMRC바카라 사이트™s performance against the Charter.
6. More information about HMRC바카라 사이트¯
Find out how to contact HMRC.바카라 사이트¯
Learn more about our:바카라 사이트¯
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