HMRC customer complaints report published
Released 10 January 2019
HMRC have published a report entitled Drivers of Customer Complaints, which explores the drivers of complaints and the reasons for escalating them.
HMRC commissioned Ipsos MORI to undertake qualitative research to provide insight into the customer experience of making a complaint. In total, 45 in-depth interviews were conducted face-to-face with a mix of PAYE and Self Assessment (SA) customers.
Overall, the research found that the HMRC’s complaints process was viewed positively, and often marked a step-change in the customer experience which had a positive effect on customers’ emotions. Customer emotions improved when they felt HMRC took ownership of the complaint, offered a named contact and provided relevant and detailed information in response.