HMRC's Customer Charter

: Last Updated: 09 August 2018

HMRC's charter sets out a taxpayer's rights and obligations when dealing with HMRC.

The key points are:

Your rights - what you can expect from HMRC:	Your obligations - what HMRC expect from you:
Respect you and treat you as honest	Be honest and respect our staff
Provide a helpful, efficient and effective service	Work with us to get things right
Be professional and act with integrity	Find out what you need to do and keep us informed
Protect your information and respect your privacy	Keep accurate records and protect your information
Accept that someone else can represent you	Know what your representative does on your behalf
Deal with complaints quickly and fairly	Respond in good time
Tackle those who bend or break the rules	Take reasonable care to avoid mistakes

Full Charter (external)

The Taxpayer’s Charter was replaced with HMRC’s Customer Charter in 2009. January 2016 saw a number of subtle amendments and a balancing of the number of items on each side; the most significant of these was a downgrading of the obligation for HMRC to keep the costs of enquiries to a minimum from a right to a promise.