How to complain to the Adjudicator's Office about HMRC or the VOA
When and how to complain to the Adjudicator's Office about HM Revenue and Customs (HMRC) or the Valuation Office Agency (VOA).
You must first complain to HM Revenue and Customs (HMRC) or the Valuation Office Agency (VOA) before the Adjudicator’s Office can investigate your complaint.
You can ask HMRC or the VOA for a:
- first review to consider your complaint
- second review if you do not agree with the outcome
Notice: Update on Encrypted Emails
We use encrypted email to share information quickly and securely with our customers. It protects your personal data and allows us to communicate with you in the way you have chosen.
What this means for you
When you receive an encrypted email from us, it will come from ‘Enquiries and information (ADJ)’. Open the email and select ‘Read the message’ to access your secure message. If you are using a smartphone, press and hold the button and choose ‘Open Link’ to view it in your internet browser, which will make the process easier.
You will be asked to sign in either using a Google account or with a one‑time passcode. If you choose a passcode, this will be sent to your email address in a separate message - check your junk folder if you cannot find it. Enter the code on the secure page to open your message.
Once you have accessed your message, you can read it securely online. To reply, you must use the reply option within the secure portal, as replying directly from your email inbox will not work.
After selecting reply, type your response and press ‘Send’ to return your message securely.
Need help?
If you have questions, please contact us by post at Adjudicator’s Office, PO Box 11222, Nottingham, NG2 9AD or call 03000 571 111.
The Adjudicator’s Office investigation
The Adjudicator’s Office can investigate your complaint about HMRC or the VOA if:
- you’re the person affected by the complaint, or an authorised representative
- you’ve asked for a first and second review from HMRC or the VOA
- your complaint is one we can look at
The Adjudicator’s Office can normally accept your complaint up to 6 months after you’ve received the second review from HMRC or the VOA.
What the Adjudicator’s Office can look at
The Adjudicator’s Office Service Level Agreement with HMRC and the VOA explains the types of complaint we can look at. The Adjudicator’s Office can investigate the following complaints:
- if policy and guidance were applied fairly and consistently
- administrative errors including unreasonable delays, mistakes and poor or misleading advice
- how discretion was applied
- staff conduct which led to poor customer service
What the Adjudicator’s Office cannot look at
The Adjudicator’s Office cannot look at:
- matters of government or departmental policy
- complaints where there is a specific right of determination by any court, tribunal, or other body with specific jurisdiction over the matter
- valuation decisions of Statutory Officers in the VOA
- complaints about whether HMRC or the VOA have complied with the Freedom of Information Act 2000 and the Data Protection Act 2018
- complaints about an ongoing investigation or enquiry
- the formal decision made as part of the Alternative Dispute Resolution process
- complaints about misconduct that could be considered by the Independent Office for Police Conduct or the Police Complaints Commission for Scotland
- complaints about a commercial or employment contract between you and HMRC
- complaints that have been or are being investigated by the Parliamentary Ombudsman
How to make a complaint
To make a complaint, please use our online form.
If your complaint is after the 6-month time period, tell us the reasons why and we may accept it in exceptional circumstances.
The Role of the Adjudicator guidance provides more information on how we investigate complaints.
If you need any help or a reasonable adjustment when dealing with us, please let us know.
If you cannot use the online form
If you are unable to use the online form, you can send your request by post.
Complain about the Adjudicator’s Office service or decision
Information on how to complain about the Adjudicator’s service or decision is available.
Updates to this page
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Updated notice informing our customers of our encrypted email process.
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Further update on encrypted emails
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Added information for customers relating to a temporary fault with our encrypted email service.
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Added translation
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Service Level Agreement hyperlink updated.
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Added Welsh translation
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First published.