Research and analysis

Experiences and behaviours of dissatisfied tax credits customers

Research exploring individuals’ experiences of having and making a complaint, dispute or mandatory reconsideration.

• From: HM Revenue & Customs
• Published: 2 September 2019

Documents

Experiences and Behaviours of Dissatisfied Tax Credits Customers

Ref: HMRC Research Report 450

PDF, 1.59 MB, 71 pages

This file may not be suitable for users of assistive technology.

Request an accessible format.

If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email different.format@hmrc.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Details

To provide insight into the customer’s experience of complaints, disputes and mandatory reconsiderations (also known as repair products), HM Revenue and Customs (HMRC) commissioned this research exploring the individual’s journey to understand what triggers the repair process; experiences of what the processes involved and reasons for customers deciding to escalate their case.

Between August and September 2016, Ipsos MORI conducted 40 in-depth, qualitative interviews with tax credits customers who had been through one or more of the 3 repair processes between October 2015 and March 2016.

Published 2 September 2019