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HMRC internal manual

Complaint Handling Guidance

Recording complaints

All complaints (ie those expressions of dissatisfaction which were not “resolved at initial contact” and therefore sorted out quickly and informally with the customer) must be recorded promptly on the Enterprise Complaints and Correspondence System (ECCS). Prompt recording ensures that reports created from the system and sent to senior managers are accurate and reflect the real-time position. Accurate and prompt recording also helps us to comply with certain obligations and requirements, such as those imposed by the Equality Act 2010, and the Revenue and Customs (Complaints and Misconduct) Regulations 2010.

If you do not have access to ECCS you must ensure that you pass on the details of the complaint to someone in your business unit who does have access. Guidance on how to use ECCS is contained in the ECCS user guide, to which all authorised users have access.