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Revenue and Customs: Complaints

Treasury written question – answered on 8th June 2011.

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Photo of Damian Hinds Damian Hinds Conservative, East Hampshire

To ask the Chancellor of the Exchequer how many complaints (a) his Department and (b) HM Revenue and Customs (HMRC) received on the operation of HMRC in respect of (i) service levels, (ii) timeliness of response, (iii) clarity of communications and (iv) other matters; and what categories are used to classify such complaints.

Photo of David Gauke David Gauke The Exchequer Secretary

HM Revenue and Customs maintains 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. HMRC categorises complaints when they are resolved, rather than when they are received.

For the year 2010-11 HMRC resolved 76,438 complaints of which 22,185 were categorised as ‘delay’ and 10,632 were categorised as ‘communication’. HMRC does not categorise complaints under a heading of “service levels”.

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