The Charter Stakeholder Group has prepared a survey that runs to 8 March 2024, to obtain feedback on HMRC’s performance against the standards in the HMRC Charter. 

Some of the key issues include whether HMRC is responsive to queries, treats individuals and businesses fairly, and how easy it is to deal with tax officials.

One plank of the Charter states that HMRC will ‘provide services that are designed around what you need to do, and are accessible, easy and quick to use, minimising the cost to you’.

As well as a multiple choice general question to gauge perceptions, the freeform questions give the opportunity to comment on some of the recent service failures and individual experiences.

Another question considers HMRC’s responsiveness to enquiries when agents and taxpayers get in touch with their helplines, with HMRC supposed to respond quickly and put mistakes ‘right as soon as possible’.

The survey results will form a key part of the group’s feedback on HMRC’s performance against the Charter. Last year institute members gave HMRC a score of 3.4 out of 10.

This will be published in the Charter annual report and the detailed feedback will be shared anonymously with HMRC.

The survey should take no more than 10 minutes to complete and includes space for freeform comments.

Input is welcome from individuals, businesses and accountants by 8 March 2024. Click here to complete the survey