[UK] Consultation On HMRC’s Charter

29 APR 2020

Due to the COVID-19 pandemic, several consultations have been extended to allow more responses.  The consultation on draft revisions to the HMRC Charter was die to close on the 15th of May 2020 but has now been extended until the 14th of August 2020 (at 11.45pm).

The Charter is a legal requirement which states that is that it “must include standards of behaviour and values to which Her Majesty’s Revenue and Customs will aspire when dealing with people in the exercise of their functions”.  The law says that the Charter must be regularly reviewed with the last review happening in 2015. 

The revised Charter in draft should be read alongside the existing Charter before comments are made.  HMRC have suggested that a good structure to feedback would be to provide comments on particular areas, such as:

  • Do you think the draft charter sets the right standards for HMRC’s service to customers (Part 1)?
  • To what extent do you feel the draft charter sets out the areas that are most important to customers when interacting with HMRC?
  • How you would like to see HMRC measure and monitor how it is performing against the charter, including how we can best listen to feedback and make improvements (Part 2)? 

There are two ways to respond by the 15th of August 2020:

Email to:


Write to:

HMRC Charter Team,

Customer Insight and Design Directorate,

9th Floor,

10 South Colonnade, Canary Wharf,

London E14 5AB


Global Payroll Association Comment

With the recent poor and incorrect communication and guidance coming out from HMRC, we want to draw your attention to some areas where comments may be warranted:

  • “Making things easy” – we have not seen any evidence of this at all
  • “Getting things right” – but not always the first time
  • “Being responsive” – like saying that employees should contact their employers in the first place or telephone a number that takes ages to get through on!

We urge employers to respond to the consultation.