Research and analysis

Drivers of Customer Complaints

Research to explore the drivers of customer complaints to HM Revenue and Customs, and the reasons for escalating complaints.


Drivers of Customer Complaints

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HM Revenue and Customs (HMRC) is committed to providing a helpful, professional and efficient service to its 45 million individual and 5.4 million business customers.

As part of this service, HMRC ensures there is an accessible and effective complaints procedure in place for customers to follow.

This research study explored customers’ decisions to complain, and their experience of this, to understand the complaints process and identify how this can be improved.

In particular, it considered the drivers of customer complaints made by individuals and micro businesses, and the reasons for escalating complaints.

Published 10 January 2019