HM Revenue and Customs (HMRC) commissioned qualitative research with business customers who had been in debt to HMRC to understand more about their needs and experiences.
This report examines:
- when and how customers became aware they wouldn’t be able to meet their liabilities
- the customer needs and actions at this time, and drivers behind their behaviours
- the customers’ experiences of interactions with HMRC
The findings from this research will help improve HMRC’s debt process service.