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HMRC internal manual

Inheritance Tax Manual

Trusts and Estates - Product and Process Team (PPT)

This team are responsible for the forms and guidance produced for Inheritance Tax. They also provide advice and set standards on customer service issues. They maintain certain computer systems and are also involved in projects that relate to work in Trusts and estates. Their responsibilities include:

  • acting as liaison point for National Audit Office and Internal Audit Office
  • the overall management of the complaints procedures (IHTM02000)
  • dealing with claims for redress/compensation (IHTM02247)
  • developing the IHT customer service policy
  • producing internal and external newsletters
  • producing and revising Inheritance Tax forms, leaflets and Internet guidance and content.
  • co-ordinating internal communications
  • maintaining official guidance manuals, including the IHTM
  • Providing and developing systems for management information.

The Business Support Team is part of PPT. They provide support to the Head of Trusts and Estates. The team’s responsibilities include

  • providing support for the SMB
  • Business continuity planning
  • Business security
  • Ordering stationery and other supplies
  • Finance and budgets
  • Business planning
  • Liaison with Knowledge, Analysis and Intelligence (KAI)
  • Policies for retention and destruction of files