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HMRC internal manual

Complaints and Remedy Guidance

From
HM Revenue & Customs
Updated
, see all updates

Reporting and procedures

Please seek advice from CCAST in any of the following circumstances:

  • as soon as it seems likely that a payment for costs in excess of £50,000 might have to be made, and before a total figure is agreed with the claimant (also, see CRG5650 for procedures when making payments over £5,000)
  • you propose to make a payment for worry and distress or poor complaints handling in excess of £1,000
  • the customer is threatening legal action
  • you have concerns about a claim for financial redress, which suggest the claim may have been fabricated
  • you are unhappy with a recommendation from the Adjudicator or Ombudsman regarding the level or scope of financial remedy
  • you have any other concerns about a claim for financial redress.

Please also let CCAST know about any interesting or innovative ways in which you deal with a claim or make remedy. We want to share good practice and success stories.