Our Standards
In order to deliver the service that our customers require it is important to set out the general standards of quality and service that they can reasonably expect to receive from us.
These general standards are applicable to every aspect of our business and all our customers are entitled to expect us to be fair, to help, to provide an efficient service and to be accountable for what we do. A leaflet setting out these general and specific standards is available at Custom House or electronically below. We aim:
To be fair
- by conducting our business in an impartial manner
- by expecting tax-payers to pay only what is due under the law
- by treating everyone equally
To help
- by settling tax affairs promptly and accurately
- by keeping our customers’ affairs strictly confidential
- by using the information we obtain only as allowed by the law
- by keeping to a minimum customers' costs of complying with the law
- by keeping our costs down and providing value for money
- by providing advice, assistance and training
To be accountable for what we do
- by setting specific standards for ourselves and then reporting on how well we live up to them
- by having procedures for dealing with complaints
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