Source · Select Committees · Public Accounts Committee
Recommendation 2
2
Accepted
Require HMRC to understand and address declining taxpayer trust, publishing concerns and actions.
Recommendation
Taxpayers’ trust in HMRC is falling. Trust in a tax authority is vital for the authority to effectively discharge its role as it affects the willingness of taxpayers to engage and pay the correct amount of tax on time. HMRC says that trust has to be at the centre of everything that it does. In July 2020 HMRC and HM Treasury said they wanted to gradually increase the trust of taxpayers in HMRC. But since then, trust in HMRC has fallen among large businesses, small businesses, agents and individuals. HMRC’s customer charter promises to provide services that are designed around what the customer needs to do, and are accessible, easy and quick to use. 4 HMRC recognises that the lower service levels it has provided in recent years have affected levels of trust. The proportion of agents who reported finding it easy to deal with tax issues reduced from 50% in 2019 to 38% in 2023. recommendation a. HMRC should work with taxpayers and their representatives to understand why trust in HMRC is falling and what it can do to quickly address the decline. b. HMRC should publish the concerns it has heard and the actions it is taking to address these, as a first step to improving trust.
Government Response Summary
The government states HMRC already publishes annual survey results and customer feedback. It also commits to publishing a Transformation Roadmap this summer, detailing digital services aimed at improving taxpayer experience.
Government Response
Accepted
HM Government
Accepted
The government agrees with the Committee’s recommendation. Recommendation implemented HMRC publishes the results of its annual surveys as well as a range of other customer feedback (for example, via exercises like public consultation). The Exchequer Secretary has confirmed that HMRC will publish a Transformation Roadmap this summer, including the details of digital services that will mean a better experience for taxpayers.