Experiences of HMRC guidance and information
This research is about customer experiences of HMRC guidance, and discussing different ways that HMRC could provide information, to better help customers get their taxes right first time.
About the study
The UK Government recognises the need to create a tax system fit for modern-day challenges and opportunities. HM Revenue & Customs (HMRC) is therefore aiming to make the tax system more efficient, effective and easier for taxpayers.
This research is about customer experiences of HMRC guidance, and discussing different ways that HMRC could provide information, to better help customers get their taxes right first time.
Who is conducting this research?
HMRC has commissioned the National Centre for Social Research (NatCen), an independent research organisation, to carry out this research.
Why have I been asked to take part?
You have been asked to take part as our specialist recruitment partner, Criteria, have identified you as someone who may be eligible to take part in this research.
What will taking part involve?
The research will involve taking part in an interview with a researcher from NatCen. The interviews will take place between July and September 2023. They will be held over Microsoft Teams at a time chosen by you, and will last around 45 minutes.
As a thank you for taking part, all participants will be given the option of either receiving an £80 Love2Shop e-voucher or we can make a donation to charity on your behalf.
Why take part?
This is an important opportunity to have your views and experiences heard by HMRC. By taking part in the study, you will be helping to design HMRC’s approach to providing information and guidance on taxes.
What will the interviews be about?
During the interview, you will be presented with hypothetical scenarios that a taxpayer might experience. The NatCen researcher will then share their screen and show you different types of messages that the taxpayer might receive. We will then ask you some questions about how you would feel seeing these messages and how you might respond. You will not be asked about your own assessment.
Do I have to take part?
You do not have to take part, taking part is purely voluntary. If you do agree to an interview, you can choose not to answer questions you do not wish to discuss.
What will happen to the information I give?
We will write a report about the main issues and themes that have been discussed. We will not name anyone personally in the report and it will not be possible to identify any participants. We will make sure all responses are anonymised.
If you choose to take part, your contact details will be transferred by Criteria to NatCen using a secure file transfer system and stored in a secure folder on NatCen’s server.
We will record the interview so that nothing you say is forgotten. The recording will be kept securely and will be destroyed when the research study is complete.
Everything you say in the interview is confidential, in line with the EU General Data Protection Regulation (GDPR). NatCen will not share any identifiable information with HMRC at any point. Taking part in an interview will not affect your relationship with HMRC in any way.
How do I know this research is genuine?
You can verify the authenticity of this research by visiting the genuine contact page on GOV.UK. You can also contact HMRC at research.enquiries@hmrc.gov.uk to confirm the genuine nature of this research study. Find out more about HMRC’s research programme.
What will happen next?
A member of NatCen’s recruitment partner, Criteria, will call you to ask if you would be happy to take part. If you are, they will ask you some questions to check that you are eligible to take part in the research. They will also ask you some questions about yourself to ensure we are talking to a variety of customers. They will then ask you for dates and times you are available for an interview.
We only need to speak to a certain number of people, so we may not interview everyone who Criteria identifies as eligible for the research.
What is the lawful basis for processing my data?
The lawful basis for processing your data is ‘public task’. NatCen needs to process the data to perform ‘a task carried out in the public interest or in the exercise of official authority vested in the controller’ (i.e. HMRC).
Who are NatCen?
NatCen is an independent social research institute. It designs, conducts, and analyses research studies in the fields of social and public policy. Find out more about NatCen.
Contact us
Email: HMRCmessages@natcen.ac.uk
Freephone: 0808 281 9526
NatIonal Centre for Social Research
35 Northampton Square
London
EC1V OAX