Improved customer service remains a strong commitment from HMRC despite the ever increasing pressure after the 2010 Spending Review. Like private businesses, HMRC wants to use web-based support and processes to cut costs, and use call centres to provide advice consistently and efficiently. Face to face contact is increasingly reserved for particular sectors, such as large business and high net worth individuals. HMRC can seem more distant to the majority of individuals and businesses. As a result, HMRC may have difficulty building the relationships and trust that it is striving for.
