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Data, Freedom of Information releases and corporate reports
This report provides an overview of benefit customers’ satisfaction and experience of the service they received from DWP between April 2020 and March 2021.
Rules on consumer and business sales contracts under the Unfair Contract Terms Act and Unfair Terms in Consumer Contracts Regulations
This research helped us to improve our understanding of customers’ experiences of the time it takes to resolve a query with HMRC.
This collection brings together all documents relating to DWP communications and customer insight research.
The IPO customer charter sets out our approach to supporting innovation and creativity through excellent customer service.
How online marketplaces will deal with VAT for goods from overseas that are sold to customers in the UK.
This working paper explains how customer experience is measured using information from the HMRC Customer Survey
How we contact customers when carrying out surveys, information we’ll never ask for and details of current surveys.
Guidance for job applicants who have been invited to complete the Customer Service Skills Test.
This page brings together departmental annual status reports on customer service telephone lines.
A recent independent survey has found high levels of customer satisfaction with the Security Industry Authority's licence application service.
Customer declaration of specific uses of the scheduled category 1 or 2 substances (individual transactions).
The Environment Agency's position on unacceptable behaviour by customers towards its staff.
OTS publishes an update on the Single Customer Account.
Externally commissioned survey research exploring customer preferences for method of engaging with HMRC and for using digital channels.
When you do and do not have to offer a refund, repair or replacement, unconditional refunds for online purchases, and penalties for deceiving customers
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