Corporate report

HMRC Charter

This Charter explains what you can expect from us and what we expect from you.

• From: HM Revenue & Customs
• Published: 5 November 2020
• Last updated: 30 July 2024 — See all updates

Documents

The HMRC Charter

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HMRC’s principles of support for customers who need extra help

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HMRC Charter performance indicators

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Details

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.

Charter annual reports

Each year, we publish a report on how we perform against the standards set out in the Charter.

Published 5 November 2020
Last updated 30 July 2024 + show all updates

1. 30 July 2024

   Updated performance indicators for 2023 to 2024 report.

2. 17 July 2023

   Updated version of performance indicators.

3. 27 October 2022

   HMRC Charter performance indicators updated (English version only, Welsh to follow shortly).

4. 4 November 2021

   Updated the 'HMRC Charter performance indicators' document with figures for 2020.

5. 5 November 2020

   Added translation