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Corporate report

HMRC Charter

This Charter explains what you can expect from us and what we expect from you.

Updates to this page

From:
HM Revenue & Customs
Published:
5 November 2020
Last updated:
5 October 2026
Show all updates

  1. Added a ‘Mutual respect’ attachment explaining how HMRC works with its customers and what it will do if customers are abusive or behave unacceptably towards its staff.

  2. Updated performance indicators for 2023 to 2024 report.

  3. Updated version of performance indicators.

  4. HMRC Charter performance indicators updated (English version only, Welsh to follow shortly).

  5. Updated the 'HMRC Charter performance indicators' document with figures for 2020.

  6. Added translation

Documents

The HMRC Charter

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HMRC’s principles of support for customers who need extra help

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Mutual respect

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HMRC annual report and accounts: 2024 to 2025

https://www.gov.uk/government/publications/hmrc-annual-report-and-accounts-2024-to-2025

Details

HMRC is committed to improving its customer experience and the HMRC Charter defines the service and standard of behaviour that customers should expect when interacting with us.

Charter annual reports

Each year, we publish a report on how we perform against the standards set out in the Charter.

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