Letters being posted through letterbox

Help improve HMRC written communications by sharing examples with ATT

8 September, 2026

ATT has been asked to support HMRC’s Better Letters Together initiative, which aims to improve the clarity and quality of the written communications sent to taxpayers.

HMRC wants all its communications to reflect the standards set out in the HMRC Charter. To help them do this, they’re asking taxpayers, agents and stakeholders to send in anonymised examples of letters, emails and digital messages that don’t meet those standards.

What is Better Letters Together?

The Better Letter Together initiative aims to:

  • gather evidence of where HMRC written communications could be improved
  • make correspondence clearer and more helpful
  • strengthen collaboration between HMRC and taxpayers, agents and professional bodies. 

This initiative is not for tax queries or complaints. You should continue to raise these through the usual HMRC routes.

How to share your examples

Please send your anonymised examples to ATT by email to [email protected]. We’ll collate submissions and forward them to HMRC’s Improving Customer Communications team.

Alternatively, you can send your example directly to HMRC at [email protected]

Before you send an example, please make sure you remove all personal or client-identifiable information. You should also include a brief explanation of what’s wrong with the communication.

HMRC will use your feedback and examples to identify common issues, improve future communications and create a more consistent, customer-focused approach to how they write.

What kind of examples do we want to see?

We’re asking members to share examples of HMRC letters, emails and digital messages that are:

  • unclear or difficult to understand
  • overly complex, technical or use jargon
  • lacking in empathy or use a harsh tone
  • unclear about what action is required, or what the main message is
  • missing signposts to extra support available.

If you’d like to get involved with supporting or promoting Better Letters Together, get in touch with the team at [email protected].