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HMRC internal manual

Complaints and Remedy Guidance

Updates: Complaints and Remedy Guidance

2016

published amendments

Payments for worry and distress: How much to pay?
Cross-reference to CRG5650.
Mistakes: Misleading advice: whether a mistake
Signposting to CRG3175 as this needs to be considered as well.
Financial redress: Contents
New section

published amendments

Mistakes: Contents
Review dated changed to April 2018
Large ex gratia redress payments
Review date CRG5650 set for April 2018
Comments page removed
Added to contents
Adding to contents page
Payments for worry and distress: How much to pay?
Review date changed
Financial redress: Contents
Added to contents

published amendments

Reporting and procedures
Cross-reference to new guidance: CGR5650

published amendments

Introduction: Other guidance to help and inform you
Updated hyperlinks
Updated hyperlinks

published amendments

Payments for worry and distress: How much to pay?
Cross-reference to CRG7000 which advises that consolatory payments of £1000 or more must be referred to CCAST.
Large ex gratia redress payments
Proposed consolatory payments of £1000 or more must be referred to CCAST.

2017

published amendments

Broad principles: Bouquets of Flowers
Improved sign-posting and clarity on when sending flowers is an appropriate form of redress.

published amendments

Large ex gratia redress payments
Change to CCAST referral limit for consolatory payments - from £1000 to £500.
Reporting and procedures
Change to CCAST referral limit - from £1000 to £500.

2018

published amendments

Financial redress: Reasonableness of professional fees
Deleted references and links to tables of historic legal fees. With the passage of time, this was misleading.

published amendments

Introduction: Other guidance to help and inform you
Amendment of "Complaints Factsheet" redirecting to "Complain about HMRC" section on the gov.uk website.
Amendment of "Complaints Factsheet" redirecting to "Complain about HMRC" section on the gov.uk website.
Financial redress: Inviting claims
Amendment of "Complaints Factsheet" redirecting to "Complain about HMRC" section on the gov.uk website.

published amendments

Introduction: The role of CPST and CCAST
Changes to PT Ops to Customer Directorate & addition of aim to respond to queries in 5 working days.
Financial redress: Fees and direct taxes
Changes to hyperlink - noting external link.

published amendments

Introduction: Getting Help & Contacting CCAST
Amendment to title to include contacting CCAST.
Introduction: The role of CPST and CCAST
-Addition of 5 working within text.

published amendments

Large ex gratia redress payments
Connecting to the process guidance held in the Complaints Zone.
Introduction: The role of CPST and CCAST
Removal of 5 working from top paragraph.
Introduction: Other guidance to help and inform you
Amendment of "Complaints Factsheet" redirecting to "Complain about HMRC" section on the gov.uk website.
Introduction: Getting Help & Contacting CCAST
Short title amendment.
Mistakes: What is a mistake?
Updated hyperlink
Mistakes: Misleading advice: whether a mistake
Addition of a paragraph about consideration of witness statements, even when they are received some time after the event.
Financial redress: Considering claims
Paragraphs 6, 7 and 8 added. Provides clarification on what to do if an agent's invoice for the costs of handling a complaint is unclear.
Financial redress: Legal costs: tribunal proceedings
Complete rewrite to correct the procedures
Financial redress: Compliance costs: other costs relating to the review and appeal process
Clarification of the correct procedures.
Payments for worry and distress: How much to pay?
Change to CCAST referral limit - down from £1000 to £500.

published amendments

Payments for worry and distress: How much to pay?
CRG5650 link change.
CRG67000 link.