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HMRC internal manual

Self Assessment Manual

Manage work: customer service: introduction

The principle of customer service is long established in HMRC. ‘Your Charter’ is available on the HMRC Internet site at .

‘Your Charter’ sets out what people, businesses and groups dealing with HMRC can expect from the department, as well as what it expects from them. These are set out in the customer’s nine ‘rights’ and their three ‘obligations’.

‘Your Charter’ also provides pointers to further information, our customer’s rights, where they can get help and support, and the role of HMRC.

Customers unable to access the Internet can obtain a copy in the following formats: British Sign Language DVD, Braille, large print, audio cassette or CD by telephoning 020 7147 2365.