# HMRC launches survey to improve Gift Aid repayment

- Link: https://fundraising.co.uk/2006/03/07/hmrc-launches-survey-improve-gift-aid-repayment/
- Published: 2006-03-07T00:00:00+00:00
- Author: Howard Lake

![](https://www.fundraising.co.uk/files/images/news/4078.gif)

In an effort to provide a simpler and more efficient service to charities, HM Revenue
and Customs (HMRC) Charities office is inviting charities that claim Gift Aid to
respond to an online survey.
If you are a charity that has claimed a Gift Aid repayment,
HMRC would like your views on how they might improve their service.

Each year HMRC Charities repays over £600 million, in around 150,000 transactions,
to charities using the Gift Aid scheme.

“The sector tells us that, by and large, they are happy with the repayment service
we provide and the telephone, email and other support that we offer”, explained 
Andy Jones, Outreach Manager at the Inland Revenue Charities Office.

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However, he added: “Although we are looking at many areas of our operation the most
important is the repayment service we provide and that is what we want to review
in detail and change for the better for the charities that use it.”

He is convinced that there is still much more to be made of Gift Aid by charities,
but HMRC needs to be ready to handle that. He sees the need for “a step rise in 
our performance and the way we do business.” He welcomes the fact that “a vibrant
charity sector is constantly pushing for greater use and [that] methods of donating
are far more varied”, with online and SMS donations having grown considerably since
the Gift Aid changes of 2000.

Central to handling this growth is getting the repayment process right. HMRC is 
already looking at identifying ways in which to iron out unnecessary steps in its
process. But Andy Jones admits that “it is not as smooth as it can be”.

The survey is short, consisting primarily of yes/no answers. It is not intended 
to test customer mood or attitude but to pinpoint the potential problem areas and
then do something about them. The questions therefore are aimed at those charities
that already make repayment claims.

Andy Jones, who proved a popular speaker at last year’s [UK Fundraising Perfect Pitch Gift Aid](https://www.fundraising.co.uk/perfectpitch.php)
event and who will be speaking again this year, noted “No doubt you recognise that
this is a refreshing change in the way we engage with customers.”

The survey results will be fed into internal workshops to be held by HMRC. “If it
needs changing we will change it”, confirms Mr Jones. Once changes have been identified,
he will feed back via UK Fundraising and other resources to explain what HMRC intends
doing and continue the dialogue with the sector. The results will also be presented
and discussed at the next [UK Fundraising Perfect Pitch Gift Aid](https://www.fundraising.co.uk/perfectpitch.php)
on 29 June 2006.

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