CECCG13950 - Complaints Handling Procedure: Contact with the complainant

Before contacting the complainant, please consider the guidance CECCG12000 HumInt

All complaints of potential misconduct or gross misconduct matters and whether made orally or in writing should be given a formal written acknowledgement. In areas where Tier 1 complaint cases are dealt with by the business Complaints Team, this acknowledgement will be issued by the Complaints Team upon receipt of the complaint, whereas in all other cases the local office will issue the acknowledgement.

The acknowledgement must make it clear how the complaint will be handled.

Keeping the complainant informed of progress and the outcome of the investigation

The complainant must be given an update every 28 days on the progress of the complaint where the complaint is dealt with under HMRC’s own complaint handling procedures.

The IOPC will be responsible for keeping the complainant updated on progress and the outcome of the investigation in independently investigated or managed cases and Internal Investigations will provide updates in local or supervised investigations every 28 days.

The local senior manager, officer or complaints manager carrying out the investigation will update the complainant where appropriate in all other cases.