Mutual respect
Updated 5 October 2026
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This publication is available at https://www.gov.uk/government/publications/hmrc-charter/mutual-respect
Respect helps us help you
Most people behave politely and fairly when they contact our staff, who are real people.
We understand that dealing with tax is not always straightforward, so our advisers will provide a service in line with our HMRC Charter and:
- listen to you
- explain things clearly
- treat you fairly
- offer you extra support if you need it
We do not tolerate abusive or other unacceptable behaviours towards our staff. This causes real distress and may affect the service you receive.
In these cases, we will take appropriate action. This could include:
- restricting or refusing contact with you
- involving the police in serious cases
Any action we take will be in line with our shared responsibility to treat each other with dignity and respect.