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HMRC internal manual

Complaint Handling Guidance

Dealing with complaints: Persistent complainants and vexatious complaints

A very small number of customers pursue the same issue repeatedly, even though we have done all we can to settle the matter. When this happens, you may need to decide the point at which no purpose is served by continuing to respond. If you encounter such a situation and decide that we have reached that point, always make sure that the customer has been offered the opportunity and been told how to escalate their complaint, including to the Adjudicator and the Parliamentary Ombudsman where appropriate. If you are satisfied that we have dealt with all aspects of the complaint, draft a letter to the customer saying that you do not think there is anything useful we can add to earlier correspondence and that we will not therefore be responding to further communications on the matter unless there is new information for us to consider. All such letters must be signed by your business director or someone with their delegated authority.

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

CCAST can offer advice in individual cases.