Corporate report

HMRC Charter

This Charter explains what you can expect from us and what we expect from you.



HMRC is committed to improving its customer experience and the HMRC Charter defines the service and standard of behaviour that customers should expect when interacting with us.

Charter annual reports

Each year, we publish a report on how we perform against the standards set out in the Charter.

Published 5 November 2020
Last updated 4 November 2021 + show all updates
  1. Updated the 'HMRC Charter performance indicators' document with figures for 2020.

  2. Added translation