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HMRC internal manual

Complaint Handling Guidance

From
HM Revenue & Customs
Updated
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Introduction: Purpose of this guidance

This guidance (referred to as CHG) is aimed at all HMRC staff involved in handling complaints. Those staff will usually, but not always, be located in Business Unit Complaint Teams. CHG sets out our high level approach to complaints, and should be read in conjunction with its sister volume, Complaints and Remedy Guidance CRG (external users can find the guidance at http://www.hmrc.gov.uk/manuals/crgmanual/index.htm) which sets out our policy on and approach to remedy and, in particular, financial redress. (Quite simply, “remedy” means the action we take to put things right when we have made a mistake, for example where we have caused unreasonable delay or handled a complaint badly.)