IRRV Alert - week ending 6th September 2019
News
Publicity
Reports
Experiences and behaviours of dissatisfied tax credits customers (2 September 2019)
Research and analysis
Experiences and behaviours of dissatisfied tax credits customers
Research exploring individuals’ experiences of having and making a complaint, dispute or mandatory reconsideration.
Documents
Details
To provide insight into the customer’s experience of complaints, disputes and mandatory reconsiderations (also known as repair products), HM Revenue and Customs (HMRC) commissioned this research exploring the individual’s journey to understand what triggers the repair process; experiences of what the processes involved and reasons for customers deciding to escalate their case.
Between August and September 2016, Ipsos MORI conducted 40 in-depth, qualitative interviews with tax credits customers who had been through one or more of the 3 repair processes between October 2015 and March 2016.
Published 2 September 2019