Corporate report

Your Charter annual report: 2019 to 2020

HMRC's annual report covering our delivery against Your 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.

Your 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 2019 to March 2020, and:

provides an assessment of HMRC’s performance against the Charter and its individual commitments, including independent contributions from the Adjudicator and external stakeholders for the first time
describes the work of the Customer Experience Committee
outlines the areas on which the Customer Experience Committee intends to focus during the forthcoming year

Published 5 November 2020