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HMRC takes all complaints very seriously and recognises the need to minimise any amounts paid out as financial redress by providing better services to customers. HMRC is progressively introducing a programme of continuous improvement to streamline every aspect of its systems and procedures and eliminate errors and delays.
For 2009-10 the payments made under the Department's ex-gratia financial redress policy totalled £3.74 million, including a single, exceptional payment of £1.2 million. For 2010-11, payments totalled £1.41 million. Excluding the exceptional payment this equates to a reduction of 44%.