Usage and experience of the certification process for continuing liability to UK social security contributions
Research to explore customers' awareness, understanding and use of the certification scheme for continuing liability to UK social security contributions.
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HM Revenue and Customs (HMRC) commissioned independent research agency Kantar Public to undertake qualitative research. The report explores customers’ understanding and experience of applying to HMRC for a certificate which demonstrates their continuing liability to pay UK National Insurance when they go to work overseas under one of the UK’s social security agreements. The aim of the research was to have a better understanding of the customer journey and to identify areas for improvement in the application process.
The research comprised interviews with 50 recent applicants for certificates across 3 specific audiences: self-employed and sole traders, employees and employers, and agents.