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Departments, agencies and public bodies
News stories, speeches, letters and notices
Detailed guidance, regulations and rules
Reports, analysis and official statistics
Consultations and strategy
Data, Freedom of Information releases and corporate reports
The IPO customer charter sets out our approach to supporting innovation and creativity through excellent customer service.
What our customers can expect from us and what we need our customers to do.
This research helped us to improve our understanding of customers’ experiences of the time it takes to resolve a query with HMRC.
How online marketplaces will deal with VAT for goods from overseas that are sold to customers in the UK.
This working paper explains how customer experience is measured using information from the HMRC Customer Survey
This report provides an overview of benefit customers’ satisfaction and experience of the service they received from DWP between April 2020 and March 2021.
Externally commissioned survey research exploring customer preferences for method of engaging with HMRC and for using digital channels.
Find out about the VAT place of supply rules if your business sells digital services to private consumers.
This collection brings together all documents relating to DWP communications and customer insight research.
The Environment Agency's position on unacceptable behaviour by customers towards its staff.
Guidance for job applicants who have been invited to complete the Customer Service Skills Test.
Guidance for CCS customers on the changes to CCS commercial agreements and the actions customers need to take on call-off contracts to comply with General Data Protection Regulation
Qualitative research to understand the customer journey of small, micro and nano businesses that cannot meet their tax liabilities.
SLC issues guidance for repayment customers and answers common questions.
OTS publishes an update on the Single Customer Account.
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