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HMRC internal manual

Complaint Handling Guidance

Standards of service for dealing with complaints: Complaints factsheet

Our Complaints factsheet (PDF 67KB) tells our customers how to complain and what they can expect from us when they do.

Because the Complaints Factsheet is intended to guide customers to the complaints and remedy process, or through it, once they have made that initial contact, there is no hard and fast rule about when to issue or refer to it - you must respond to the customer’s individual needs. Clearly you should always send a copy or signpost the hyperlink when customers directly request it - but your consideration should be more proactive than that.

You may wish to offer the Complaints Factsheet or link to the internet:

  • if you cannot resolve a customer’s concerns at first contact
  • if you are replying to a Tier 1 complaint
  • as a useful way of introducing basic information about remedy and financial redress.

It may not be appropriate to issue it routinely to agents, large corporate bodies or customers with Customer Compliance Managers in place.

The Complaints Factsheet is available in different formats (large print/Welsh). Always offer to print off a hard copy for customers who do not have internet access.