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HMRC internal manual

Inheritance Tax Manual

Communications: Handling of complaints/compliments: compliments

Compliments to individual members of staff or about the way a case or problem has been handled or more general comments praising the level of service our office provides should be referred to the Customer Service Team in Ferrers House on Form CC1 (This content has been withheld because of exemptions in the Freedom of Information Act 2000) without the file. You should mark the correspondence clearly to show that the CC1 has been sent. Compliments which express satisfaction above and beyond our service commitment are always fed back via the manager of the team or individual concerned.

As a department we place as much emphasis on compliments as we do complaints. It is extremely important that all compliments are referred to the Customer Service Team.

The number of compliments received are reported in our business statistics and to the CAR Senior Management Team.