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Revenue and Customs

Treasury written question – answered on 27th June 2012.

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Photo of David Hanson David Hanson Shadow Minister (Home Affairs)

To ask the Chancellor of the Exchequer how many complaints about poor service were received by HM Revenue and Customs in each of the last five years; and how many of those complaints remain outstanding.

Photo of David Gauke David Gauke The Exchequer Secretary

HMRC has published complaints information in its annual reports for 2007-08 and 2008-09 and departmental accounts for 2009-10 and 2010-11. Accounts for 2011-12, providing the latest year's information will be published shortly. This information is available on the HMRC website.

Complaints are not specifically recorded as ‘poor service’ but are categorised as: communication, delay, discrimination, loss/damage, misleading advice, mistake/error, policy/legislation, process/system, security incident, staff conduct. For this reason, you are referred to the total complaints received figures.

HMRC takes all complaints seriously and some complaints will take longer to resolve than others.

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