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HMRC internal manual

Complaint Handling Guidance

Learning from complaints

Classifying the outcome of a complaint is another prompt so far as learning lessons is concerned. While it is likely that we will have more lessons to learn from complaints that are upheld or partially upheld, it is still possible that complaints that are not upheld can provide learning points for us. So, before the case is filed away as resolved, ensure that you have extracted all the lessons you can from the complaint.

Complaints are a valuable source of information to help us improve our policies, procedures and practices. Indeed, if we fail to make use of complaints in such a way, we are effectively committing significant resource to complaint handling while failing to reap the benefits of what complaints tell us. We must not allow that to happen.

The ECCS database is an important tool in gathering information but you also have a role to play. If you spot any learning points in a complaint that you handle, let your manager know.

There is a tool on the Complaints intranet site that will help you to identify lessons, learn from them, and record what you have done.