Revenue and Customs: Complaints

Treasury written question – answered on 25th January 2010.

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Photo of Ian Liddell-Grainger Ian Liddell-Grainger Conservative, Bridgwater

To ask the Chancellor of the Exchequer what information his Department holds on reasons for which complaints were made to Revenue and Customs about its services in (a) 2006, (b) 2007, (c) 2008 and (d) 2009.

Photo of Stephen Timms Stephen Timms Parliamentary Under-Secretary (Department for Business, Innovation and Skills) (Digital Britain) (also HM Treasury), Financial Secretary (HM Treasury) (also in the Department for Business, Innovation and Skills)

Since April 2007, HM Revenue and Customs has maintained a complaints database to help the Department understand why complaints are made and act to address this. Within the database, complaints are assigned to one of the following core categories: delay, staff conduct, process/system, policy/legislation, communication, misleading advice, loss/damage, mistake/error, compensation/costs claim and discrimination.

Centrally held data are not available prior to April 2007.

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