Corporate Services Customer Correspondence

Background HMRC uses more than 13,000 customer letters and forms, in addition to a growing number of emails, secure messages and SMS and online guidance (GOV.UK). Some of these letters and forms are sent in very large volumes to a wide range of customers. For instance, our Self Assessment outputs alone are sent to c11 million people, some with a sophisticated knowledge of tax (60% of SA customers use a tax agent) and others with little tax knowledge and variable levels of reading skills (e.g. where English is not t...