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Making a complaint to HMRC: what you need to know

According to HMRC, the organisation welcomes complaints, as they can be used to improve the service given to the public. HMRC insists that you will not be treated any differently having made a complaint, so there is no need to be concerned about prejudicial treatment in the future. If you wish to complain, there are several points to bear in mind.

First, make sure you communicate with HMRC as soon as possible, either via the helpline or by speaking to a member of staff in an HMRC office. You may wish to complain about an error, a delay, or poor treatment by staff, and all of these are considered valid.

Should office or telephone staff be unable to help, then your complaint will be forwarded to a complaints handler. It is possible to request that this happens straight away and, if so, you can submit your complaint over the phone or in writing. Addresses and telephone numbers are given on the HMRC website and, usually, on any letters you receive.

You will need to include your full address and name with your complaint as well as identifying numbers such as your National Insurance number, your tax reference, employer reference, and VAT number if you have them. Be sure to tell HMRC exactly what has gone wrong, when it happened and who dealt with it, as well as what you would like HMRC to do to rectify the situation.

HMRC will give you the name and contact details of the member of staff responsible for dealing with your problem. The outcome will vary according to each situation, but it could include an apology from HMRC, compensation for phone calls, postage, and any professional fees. Your case may be transferred to a different complaints handler if you are still not satisfied.

Posted by Louise
September 7, 2014

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