Corporate report

HMRC Charter annual report: 2020 to 2021

HMRC's annual report covering our delivery against the HMRC 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.

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

The Charter Annual report reviews HMRC’s performance against the Charter. It is provided by HMRC’s Customer Experience Committee and published by HMRC’s Commissioners.

This report covers April 2020 to March 2021, and:

provides an assessment of HMRC’s performance against the Charter standards, which includes contributions from the Adjudicator and external stakeholders
describes the work of the Customer Experience Committee throughout this period
reviews progress against the recommendations set out in the 2019 to 2020 report and the areas of focus for the forthcoming year

Published 4 November 2021