Corporate report

Your Charter annual report: 2018 to 2019

HMRC's annual report covering our delivery against Your Charter, including progress and priorities for further improvement.

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HM Revenue and Customs (HMRC) deals with the tax and payments affairs of virtually every business and individual in the UK.

Your Charter sets out the relationship between HMRC and our customers, what customers can expect from us, and the behaviours we expect of them.

This report covers April 2018 to March 2019, and:

describes the work of the Charter Committee between April and June 2018
explains the transition from the Charter Committee to the Customer Experience Committee
looks at the work of the Customer Experience Committee to date
outlines the areas on which the Customer Experience Committee intends to focus during the forthcoming year
shares the results of the latest HMRC customer survey, which gathers regular feedback against Your Charter

Published 18 July 2019