CHG610 - Standards of service for dealing with complaints: "Complain about HMRC"

Our “Complain about HMRC” section on the GOV.UK webpage tells our customers how to complain and what they can expect from us when they do.

The “Complain about HMRC” webpage is intended to guide customers to the complaints and remedy process, or through it, once they have made that initial contact. You must respond to the customer’s individual needs and can proactively signpost the “Complain about HMRC” hyperlink on the internet when customers directly request it or:

• if you cannot resolve a customer’s concerns at first contact;
• if you are replying to a Tier 1 complaint;
• as a useful way of introducing basic information about remedy and financial redress.

It may not be appropriate to signpost the “Complain about HMRC” hyperlink on GOV.UK routinely to agents, large corporate bodies or customers with Customer Compliance Managers in place.