HMRC: Special services, Charter, and complaints

Are you struggling to cope?

HMRC has a range of specialist services to provide additional help for:

  • People who have hearing or speech difficulties
  • Those who are blind or partially sighted
  • Wheelchair users
  • People whose first language is not English
  • People who need a home visit

More information on these services can be found at

http://www.hmrc.gov.uk/contactus/particular-needs.htm

HMRC’s service to you – Your Charter and making a complaint

As HMRC is a public body it has standards for dealing with taxpayers, whom it refers to as its customers. It has a customer charter (see http://www.hmrc.gov.uk/charter/) which sets out what HMRC expects of its customers – being honest, respecting HMRC staff and taking care to get things right.

The charter also states what you can expect from HMRC:

  • Respect
  • Help and support to get things right
  • Being treated as honest
  • Being treated even-handedly
  • Professionalism and integrity
  • Action to tackle people who deliberately break the rules and challenge those who bend the rules
  • Protection for your personal information and respect for your privacy
  • Being willing to accept that someone else can represent you
  • Do all they can to keep the cost of dealing with HMRC as low as possible

If you feel that HMRC has fallen short of these principles you have the right to complain.

For example, HMRC provides details of how to make a complaint about its services – see http://www.hmrc.gov.uk/complaints-appeals/how-to-complain.htm .

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