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HMRC internal manual

Complaint Handling Guidance

Introduction: Getting help

Your first port of call should be colleagues handling complaints within your business unit. By seeking and giving advice within your business unit you will build up expertise for the future. Many of the complaints handlers around the department have years of experience and expertise to offer. There is guidance too on the intranet.

If you encounter a situation which raises issues not covered by CHG, please alert CCAST. Similarly, if you are at all unsure how to apply any principles set out in this guidance, contact a member of CCAST, either by phone or email.