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HMRC internal manual

Complaint Handling Guidance

HM Revenue & Customs
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Dealing with complaints: Complaints to the Chairman, Chief Executive or Treasury Ministers

Customers can and often do complain directly to Treasury Ministers, the Chairman, or the Chief Executive (CE). As the CE has overall responsibility for the day to day running of the business, all complaints received fall under the jurisdiction of the CE. The CE or Director General will personally approve and sign some of the replies, while delegating others to business directors. All complaints that come to the CE are controlled centrally by the CE’s correspondence team. For information on how the correspondence team handle and allocate CE correspondence and complaints, and your role in the process, please refer to their procedural guidance and the flowchart on the complaints intranet site. These complaints should still be recorded on ECCS in the normal way.