Updates: Complaint Handling Guidance
2024
Classifying the outcome of complaints: Contents
New page added 'Withdraw'
2023
Introduction: Getting Help & Contacting CCAST
Links to CCAST updated
Dealing with complaints: Complaints about misconduct (including serious misconduct and criminality)
Redaction added - Guidance contains security/ investigation processes for internal use only.
Almost a complete rewrite to improve the readability of the text. Also, the previous version contained a broken link.
2021
Sharing information and handling enquiries from the Adjudicator’s Office
Page subject to a complete reword.
Dealing with complaints: Persistent complainants and unreasonable behaviour
Updated link to point to current guidance.
2020
Standards of service for dealing with complaints: Response times
-Redraft to ensure consistent message on response times.
2019
Complaints to the Adjudicator: Decisions on tax etc while the Adjudicator's Office is investigating
-Updated wording for CHG1110.
Dealing with complaints: Contents
CHG855 - Complaints which include Human Intelligence (HumInt)
Complaints to the Adjudicator: Mediation
-Unpublishing Page. 02.04.19.
Complaints to the Adjudicator: Contents
Removal of archived page
Complaints to the Adjudicator: Interaction with the Adjudicator's Office
-Changes to CHG to reflect AO New Ways of Working Updates after March 19 DWC.
Complaints to the Adjudicator: General
-Updates further to Adjudicator New Ways of Working Guidance's from March 19 DWC.
Sharing information and handling enquiries from the Adjudicator’s Office
-Updates further to Adjudicator New Ways of Working Guidance's from March 19 DWC.
Complaints to the Parliamentary and Health Service Ombudsman: General
-Updates further to Adjudicator New Ways of Working Guidance's from March 19 DWC.
Complaints: An Overview: Our Complaints Process
-Updates further to Adjudicator New Ways of Working Guidance's from March 19 DWC.
Avenues and time limits for making complaints: Time limits for making a complaint
-Updates further to Adjudicator New Ways of Working Guidance's from March 19 DWC.
Dealing with complaints: Persistent complainants and unreasonable behaviour
-Updates further to Adjudicator New Ways of Working Guidance's from March 19 DWC.
Dealing with complaints: Complaints about misconduct (including serious misconduct and criminality)
-Updates further to Adjudicator New Ways of Working Guidance's from March 19 DWC.
Defining and recognising a complaint: Contents
Creation of CHG420.
Defining and recognising a complaint: Contents
Addition of new guidance - CHG420: Defining and recognising a complaint: severe delays in avoidance scheme enquiries.
2018
Complaints to the Adjudicator: General
Hyperlink to revised SLA inserted.
Clarificiation provided.
Dealing with Complaints: Cross-Business Complaints
Updates to CHG815.
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.
Complaints: An Overview: Our Complaints Process
CHG315 has been amended to make the escalation and signposting guidance clearer.
Standards of service for dealing with complaints: "Complain about HMRC"
Change of title from Customer Relationship Manager to Customer Compliance Manager.
2017
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.