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HMRC internal manual

Debt Management and Banking Manual

From
HM Revenue & Customs
Updated
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Interest: handling interest objections and enquiries: DTO action: adjudicator cases

Some customers will still be dissatisfied after you have given them the conclusions of your review and may ask the Adjudicator to look into their concerns. If this happens, you should phone the IRU to let them know that the Adjudicator’s Office will be looking at the case.

Any cases where interest doesn’t become a concern until the Adjudicator stage must be sent to us before compiling your report for the Adjudicator.

The Adjudicator will liaise with you to resolve the complaint. Contact the IRU if you want to discuss any concerns about the interest.

Let the IRU know the outcome of Adjudicator cases involving interest.