Opening correspondence for compliance checks
Research to explore how Self Assessment customers perceived their initial correspondence from HMRC after it had begun a compliance check.
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HM Revenue and Customs commissioned research agency Kantar Public to conduct this research to better understand how Self Assessment customers engage with the correspondence we send to them at the start of a compliance check.
There were 26 interviews with Self Assessment customers between October and November 2020. Some had previous experience of compliance checks, some hadn’t.
This report cover customers’ understanding of the opening correspondence sent at the start of a compliance check and their reactions to it. It also examines how they viewed the style and tone used in the Compliance Check Introductory Pack.