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Updates: Complaint Handling Guidance

2024

17 October 2024 published amendments

Dealing with Complaints: Contributions required from another business area

Amended wording to make this page about contributions.

1 October 2024 published amendments

Dealing with complaints: Contents

New page 'Complaints including Freedom of Information and Subject Access Requests' added.

23 July 2024 published amendments

Dealing with complaints: Complaints about misconduct (including serious misconduct and criminality)

Second paragraph under '1. Record the complaint (set up a record on CHART)' amended

9 April 2024 published amendments

2023

6 December 2023 published amendments

27 November 2023 published amendments

Dealing with complaints: Complaints about misconduct (including serious misconduct and criminality)

Redaction added - Guidance contains security/ investigation processes for internal use only.

19 May 2023 published amendments

Learning from complaints

Almost a complete rewrite to improve the readability of the text. Also, the previous version contained a broken link.

Almost a complete rewrite to improve the readability of the text. Also, the previous version contained a broken link.

2021

9 September 2021 published amendments

Sharing information and handling enquiries from the Adjudicator’s Office

Page subject to a complete reword.

Page subject to a complete reword.

26 July 2021 published amendments

Dealing with complaints: Persistent complainants and unreasonable behaviour

Updated link to point to current guidance.

Updated link to point to current guidance.

2020

8 April 2020 published amendments

Standards of service for dealing with complaints: Response times

-Redraft to ensure consistent message on response times.

-Redraft to ensure consistent message on response times.

2019

10 May 2019 published amendments

15 April 2019 published amendments

Dealing with complaints: Contents

CHG855 - Complaints which include Human Intelligence (HumInt)

CHG855 - Complaints which include Human Intelligence (HumInt)

2 April 2019 published amendments

Complaints to the Adjudicator: Mediation

-Unpublishing Page. 02.04.19.

-Unpublishing Page. 02.04.19.

Complaints to the Adjudicator: Contents

Removal of archived page

Removal of archived page

28 March 2019 published amendments

Complaints to the Adjudicator: Interaction with the Adjudicator's Office

-Changes to CHG to reflect AO New Ways of Working Updates after March 19 DWC.

-Changes to CHG to reflect AO New Ways of Working Updates after March 19 DWC.

Complaints to the Adjudicator: General

-Updates further to Adjudicator New Ways of Working Guidance's from March 19 DWC.

-Updates further to Adjudicator New Ways of Working Guidance's from March 19 DWC.

Sharing information and handling enquiries from the Adjudicator’s Office

-Updates further to Adjudicator New Ways of Working Guidance's from March 19 DWC.

-Updates further to Adjudicator New Ways of Working Guidance's from March 19 DWC.

Complaints to the Parliamentary and Health Service Ombudsman: General

-Updates further to Adjudicator New Ways of Working Guidance's from March 19 DWC.

-Updates further to Adjudicator New Ways of Working Guidance's from March 19 DWC.

Complaints: An Overview: Our Complaints Process

-Updates further to Adjudicator New Ways of Working Guidance's from March 19 DWC.

-Updates further to Adjudicator New Ways of Working Guidance's from March 19 DWC.

Avenues and time limits for making complaints: Time limits for making a complaint

-Updates further to Adjudicator New Ways of Working Guidance's from March 19 DWC.

-Updates further to Adjudicator New Ways of Working Guidance's from March 19 DWC.

Dealing with complaints: Persistent complainants and unreasonable behaviour

-Updates further to Adjudicator New Ways of Working Guidance's from March 19 DWC.

-Updates further to Adjudicator New Ways of Working Guidance's from March 19 DWC.

Dealing with complaints: Complaints about misconduct (including serious misconduct and criminality)

-Updates further to Adjudicator New Ways of Working Guidance's from March 19 DWC.

-Updates further to Adjudicator New Ways of Working Guidance's from March 19 DWC.

8 January 2019 published amendments

Defining and recognising a complaint: Contents

Creation of CHG420.

Creation of CHG420.

3 January 2019 published amendments

Defining and recognising a complaint: Contents

Addition of new guidance - CHG420: Defining and recognising a complaint: severe delays in avoidance scheme enquiries.

Addition of new guidance - CHG420: Defining and recognising a complaint: severe delays in avoidance scheme enquiries.

2018

14 December 2018 published amendments

Complaints to the Adjudicator: General

Hyperlink to revised SLA inserted.

Hyperlink to revised SLA inserted.

Further advice

Clarificiation provided.

Clarificiation provided.

Dealing with Complaints: Cross-Business Complaints

Updates to CHG815.

Updates to CHG815.

Dealing with complaints: Complaints about misconduct (including serious misconduct and criminality)

Clarity that separate recording and not scanning into ECCS only applies to allegations of gross misconduct.

Clarity that separate recording and not scanning into ECCS only applies to allegations of gross misconduct.

11 December 2018 published amendments

Complaints: An Overview: Our Complaints Process

CHG315 has been amended to make the escalation and signposting guidance clearer.

CHG315 has been amended to make the escalation and signposting guidance clearer.

15 January 2018 published amendments

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

Change of title from Customer Relationship Manager to Customer Compliance Manager.

Change of title from Customer Relationship Manager to Customer Compliance Manager.

2017

9 August 2017 published amendments

Dealing with complaints: Complaints about misconduct (including serious misconduct and criminality)

Clarity on the roles of complaints teams, line managers and Internal Governance when handling a misconduct complaint.

Clarity on the roles of complaints teams, line managers and Internal Governance when handling a misconduct complaint.

10 July 2017 published amendments

Dealing with complaints: Persistent complainants and unreasonable behaviour

Cross-reference to more detailed guidance

Cross-reference to more detailed guidance

Temporarily removed redacted cross-reference to additional guidance as unredacted on GOV.uk

Temporarily removed redacted cross-reference to additional guidance as unredacted on GOV.uk

Testing redaction

Testing redaction