Complaints procedure

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Our recruitment process is based on fair and open competition and appointment on merit, as outlined in the Civil Service Commissioners’ Recruitment Principles. If you feel your application has not been treated according to these principles and you wish to make a complaint, in the first instance you should contact:

Head of Fast Stream Operations
HMRC Civil Service Resourcing
Room LG69/70
100 Parliament Street

If you are not satisfied with the response you receive, you can contact the Civil Service Commission, which regulates all Civil Service recruitment.

We are committed to fair and open recruitment into the Fast Stream, and are pleased that complaints about our recruitment process are rare. But we do want candidates to tell us if they believe they have a grievance.

We have an established procedure for investigating any complaints we do receive. We aim to do so thoroughly, objectively and as quickly as possible. We also try to learn what lessons we can from a complaint, in order to improve our performance.

Please note that our complaints procedure covers only those parts of the Fast Stream selection process for which Civil Service Resourcing is responsible (essentially, the Fast Stream Assessment Centre and our contractor, Parity). It does not cover anything for which others are responsible (eg the Final Selection Boards arranged by the Foreign and Commonwealth Office, Technology in Business or Parliament).

Types of complaint

Some examples of cause for complaint might include:

  • you feel that our administrative or other procedures caused you significant inconvenience
  • you believe there is evidence that action on our part adversely affected the outcome of your application
  • you are dissatisfied with the way we interacted with you personally during the selection process

Such cases will normally be covered by our complaints procedure and will be investigated.

If you simply disagree with the judgment of the Assessment Centre, we don’t consider that grounds for complaint.

Minor grievances (e.g. a deficiency in the domestic arrangements on Fast Stream Assessment Centre premises) or a minor loss caused by administrative error (e.g. miscalculation of your expenses), are not treated as complaints. These will be dealt with by normal administrative procedures.

Similarly, criticisms of our policies or procedures will be responded to as fully as possible, but will not normally be treated as complaints.

You may not normally complain on behalf of a third party unless circumstances require it (eg if you are acting on behalf of a disabled candidate who is unable to handle his/her own case).

How to complain

Complaints must be submitted in writing and addressed to:

Fast Stream
HMRC Civil Service Resourcing
Room LG69/70
100 Parliament Street

Please provide the fullest account possible of the circumstances surrounding your complaint.

If you do not submit your complaint within 3 months of the action you’re complaining about, we won’t normally consider it. If there are exceptional circumstances (eg an event coming to light more than 3 months after it occurred and which was unknown to you at the time), we may consider a complaint outside this period.

Our commitment

We will:

  • acknowledge your complaint within 24 hours of its receipt
  • take your complaint seriously, give it high priority and investigate it fully and impartially
  • aim to send you a full written response to your complaint within 3 working days of its receipt
  • let you know if this isn’t possible, and explain why

If your complaint is upheld, we will take immediate action to ensure that the event complained about will not recur. If your complaint is not upheld, we will advise you of options for pursuing it further, should you wish to do so.