Updates: Complaint Handling Guidance
2025
Complaints to the Parliamentary Ombudsman: Contents
Content updated as part of CHG review.
Dealing with complaints: Top ten tips when dealing with complaints
Link to 'our guidelines for writing to customers' added to paragraph 6
Defining and recording a complaint: General
Whole guidance revised.
2024
Dealing with Complaints: Contributions required from another business area
Amended wording to make this page about contributions.
Dealing with complaints: Contents
New page 'Complaints including Freedom of Information and Subject Access Requests' added.
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
Classifying the outcome of complaints: Contents
New page added 'Withdraw'
2023
Introduction: Getting Help & Contacting CCAST
Links to CCAST updated
Dealing with complaints: Complaints about misconduct (including serious misconduct and criminality)
Redaction added - Guidance contains security/ investigation processes for internal use only.
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
Sharing information and handling enquiries from the Adjudicator’s Office
Page subject to a complete reword.
Page subject to a complete reword.
Dealing with complaints: Persistent complainants and unreasonable behaviour
Updated link to point to current guidance.
Updated link to point to current guidance.
2020
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
Complaints to the Adjudicator: Decisions on tax etc while the Adjudicator's Office is investigating
-Updated wording for CHG1110.
-Updated wording for CHG1110.
Dealing with complaints: Contents
CHG855 - Complaints which include Human Intelligence (HumInt)
CHG855 - Complaints which include Human Intelligence (HumInt)
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
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.
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
Complaints to the Adjudicator: General
Hyperlink to revised SLA inserted.
Hyperlink to revised SLA inserted.
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.
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.
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
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.
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