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HMRC internal manual

Complaint Handling Guidance

Updates: Complaint Handling Guidance

2016

published amendments

Introduction: Other guidance to help and inform you
Updated hyperlinks

published amendments

Defining and recognising a complaint: General
Additional bullet added to ensure that payments of redress are counted as complaints whether or not paid by a dedicated complaints team.

published amendments

Dealing with complaints: Difficult, distressing or abusive calls
Updated hyperlink.

2017

published amendments

Dealing with complaints: Persistent complainants and vexatious complaints
Replaced URL
updated url
Hyperlink reset
FOI redaction
New guidance for staff
prevents free and frank exchange of information
Testing redaction
Temporarily removed redacted cross-reference to additional guidance as unredacted on GOV.uk
Cross-reference to more detailed guidance

published amendments

Dealing with complaints: Complaints about misconduct (including serious misconduct and criminality)
Clarity on the roles of complaints teams, line managers and Internal Governance when handling a misconduct complaint.

published amendments

Further advice
Clarificiation provided.

published amendments

Dealing with complaints: Complaints about misconduct (including serious misconduct and criminality)
Clarity that separate recording and not scanning into ECCS only applies to allegations of gross misconduct.

2018

published amendments

Standards of service for dealing with complaints: "Complain about HMRC"
Change of title from Customer Relationship Manager to Customer Compliance Manager.

published amendments

Complaints to the Adjudicator: General
Hyperlink to revised SLA inserted.
Introduction: Other guidance to help and inform you
Amendment of "Complaints Factsheet" redirecting to "Complain about HMRC" section on the gov.uk website.
Avenues and time limits for making complaints: Time limits for making a complaint
Amendment of "Complaints Factsheet" redirecting to "Complain about HMRC" section on the gov.uk website.
Standards of service for dealing with complaints: "Complain about HMRC"
Amendment of "Complaints Factsheet" redirecting to gov.uk website.

published amendments

Introduction: Getting Help & Contacting CCAST
Short title amendment.
Amendment to title to include Contacting CCAST.
Amendment to title to include contacting CCAST.
Introduction: The role of CPST and CCAST
Removal of 5 working from top paragraph.
Changes: PT to Customer Directorate and addition of aim of responding to queries within 5 working days at the start and within text.

published amendments

Dealing with Complaints: Cross-Business Complaints
Updates to CHG815.
Complaints: An Overview: Our Complaints Process
Spacing amendment after middle header.
CHG315 has been amended to make the escalation and signposting guidance clearer.