Guidance

How to complain about the Adjudicator’s Office service or decision

When and how to complain to the Adjudicator's Office about their service or decision.

As part of the investigation into your complaint, the Adjudicator’s Office will review what you have sent us and carry out any necessary enquiries.

We will then:

  • make a decision on your complaint
  • make recommendations if the Adjudicator decides HM Revenue and Customs (HMRC) or the Valuation Office Agency (VOA) need to put things right
  • write to you (or your representative) and HMRC or the VOA with an explanation of the Adjudicator’s Office decision

How to ask for an independent review on the Adjudicator’s Office decision

If you’re not happy with our decision, you can ask an MP to send your complaint to the Parliamentary and Health Service Ombudsman.

You must provide the MP with:

  • your complaint and what you would like to happen
  • any evidence to support your complaint (if you need any documents returning, you will need to request them within our 50-working day retention policy)
  • your telephone number and preferred method of contact

Make a complaint about the Adjudicator’s Office service

We will deal with your complaint in the following ways:

  • treat you in a polite and professional manner
  • safeguard the information you give to us
  • use plain language and avoid jargon where possible when we communicate with you
  • give an explanation of how we have handled your complaint

If you’re not happy with our service, (not our decision) let the member of staff know who’s dealing with your complaint. They will try to resolve matters.

If the matter is not resolved to your satisfaction, you can complain to us by phone or in writing (mark your letter with ‘Complaint about the Adjudicator’s Office’).

If you’re still not happy with our service, write to our Head of Office for a second review.

The Adjudicator’s Head of Office reply is the final decision about our service or your complaint.

How the Adjudicator’s Office helps HMRC and the VOA to learn from complaints

We are a learning organisation and welcome feedback. We will always consider feedback and where wider lessons are raised, we will use this opportunity to improve customer service.

Published 9 December 2013