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HMRC internal manual

Complaint Handling Guidance

Standards of service for dealing with complaints: Quality

As explained at CHG310, when complaints are handled well they provide an opportunity for us to improve our service and reputation, directly contributing to our high level commitment to improve our customers’ experience of HMRC.

To help you to recognise and measure good quality complaints handling, you are encouraged to use the Complaints handling Qualitychecklist (Word 43KB).