Research and analysis

HMRC's pensioner review

Research on pensioners who don't pay for tax advice to improve services and customer experience.


Pensioner review research

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 Please tell us what format you need. It will help us if you say what assistive technology you use.


This research report contains details of a qualitative study primarily commisioned by the Office of Tax Simplification (OST) to focus on the experiences of pensioners who did not pay for tax advice and or use charities such as Tax Help for older people or Taxaid. The research aimed to better understand how the needs of this population could be better served in order to inform the OTS’s final recommendations.

Published 22 January 2013