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HMRC internal manual

Complaint Handling Guidance

Dealing with complaints: Checklist for preparing replies to complaints

  • is the complainant’s name and address right?
  • is the letter properly dated?
  • does it show your contact details?
  • have you answered all the points?
  • is the response accurate in all respects?
  • have you apologised for anything which went wrong?
  • have you explained your reasoning?
  • have you explained what, if anything, will happen next?
  • is there a leaflet you could send which might help to explain things?
  • have you used appropriate, straightforward language - and is your reply jargon-free?
  • has financial redress been considered?
  • have you explained how the complainant can take things further?
  • if you intend to ask a colleague to consider a procedure, form etc, have you told the complainant?
  • if you did not work for the department, would you understand what you have written?