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HMRC internal manual

Complaint Handling Guidance

Complaints to the Parliamentary Ombudsman: The Ombudsman's Principles

The Ombudsman has published a key set of documents which sets out the standards she expects all departments to apply when dealing with the public. They are collectively known as the Ombudsman’s Principles and cover:

• Principles of Good Administration

• Principles of Good Complaint Handling

• Principles for Remedy

As mentioned at CHG115, we aim to be compliant with these Principles in all we do, and it is a good habit to refer to them frequently and to become familiar with them.