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HMRC internal manual

Complaint Handling Guidance

Standards of service for dealing with complaints: Response times

You should aim to:

  • acknowledge the complaint within 5 working days of its receipt in HMRC
  • provide a full or interim response to the complaint within 15 working days of its receipt in HMRC

If it becomes clear that you will not be able to provide a full reply within 15 working days (for example due to the complexity of the complaint or the work needed to gather relevant information) send an interim response. Explain where you have got to with the complaint and give an indication of when you will send a final response.

If a final response is going to take a significant amount of time, (ie some months), provide the customer with regular updates on progress and say when a final response is likely.