- Taxpayers’ trust in HMRC is declining
- Public Accounts Committee recommends HMRC work with taxpayers to understand and address trust issues
- HMRC agrees and implements recommendations
- Five drivers of trust identified: fairness, competence, transparency, reciprocity, social norms
- HMRC uses surveys, complaints data, and focus groups to understand perceptions
- Trust depends on fair tax ecosystem and prevailing trust in government
- HMRC aims to improve trust by being supportive and ensuring fair processes
- Plans include improving helpline and digital services, updating guidance on tax avoidance, and reforming tax administration
- HMRC will publish a Transformation Roadmap with details on digital services
- Awaiting improvements in HMRC services and restoration of trust, though doubts remain
Source: marcusward.co
Note that this post was (partially) written with the help of AI. It is always useful to review the original source material, and where needed to obtain (local) advice from a specialist.
