ECH3530 - ECUM Duties: Complaints

The ECUM should

• ensure that all staff recognise complaints.

A complaint is any expression of dissatisfaction made

• in writing
• in person
• by fax
• by telephone or
• e-mail.

The ECUM should

• ensure that complaints made by customers about the conduct of the units' business are dealt with either personally or in accordance with local arrangements,
• try to see the problem from the customer's point of view
• be ready to accept the customer is concerned about something and
• see what can be done to resolve the matter.

When dealing with complaints personally the ECUM needs to

• accurately record all complaints,
• acknowledge them promptly,
• deal with them courteously,
• investigate them thoroughly.

The ECUM should

• reassure employers they will not be disadvantaged by complaining
• recognise that complaints can lead to improvements in procedures
• ensure that complaints are seen as customer feedback, and
• accept that taking the trouble to explain well and apologise is not 'being soft' or 'letting the side down'.

The message to get across is that complaints are a useful way of identifying problems and that HM Revenue & Customs are committed to putting them right and learning from them.

Where an employer or contractor who is subject to a review

• makes a complaint about delay by HMRC or,

requests that the review be closed following delay by HMRC,the ECUM must

• follow the guidance at ECH3532.