HMRC’s ‘Your Charter’ sets out what the public can expect from HMRC and vice versa. The HMRC Charter is a legal requirement under the Finance Act 2009. The Charter helps define the service and standard of behaviour that taxpayers should expect when interacting with HMRC.

What are these behaviour standards?

The Charter lists the following standards detailing what the public can expect from HMRC.

  • Getting things right

  • Making things easy, such as digitising the process of submitting property and self-employed tax by April 2024. You can read more about this process on this blog post.

  • Being responsive. You can use this tool from HMRC to calculate how long you can expect to wait for a reply.

  • Treating you fairly

  • Being aware of your personal situation. There are several reasons why you may be unable to submit or pay your taxes. Look at this post to find out which reasons HMRC will accept.

  • Recognising that someone can represent you.

  • Keeping your data secure.

  • HMRC is clear that they want to help taxpayers meet their tax responsibilities and claim any benefits, tax credits, refunds or other support to which they are entitled. However, HMRC will take firm action against the small minority who bend or break the law.

Taxpayers who feel that the service they have received does not meet the standards of the Charter can make a complaint to HMRC. There is a different process to follow if the taxpayer disagrees with a tax decision of HMRC.

The Charter can be found here.

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