ECH4065 - Employer and Contractor's Role: The Adjudicator’s Office

The Adjudicator is an independent person appointed to consider complaints from customers about the way we have handled their tax and NICs affairs.

The Adjudicator is an impartial referee whose recommendations are independent. The Adjudicator will only look at complaints where our complaints procedure has been exhausted and the customer is still not satisfied. The Adjudicator will look at complaints about

• mistakes
• unreasonable delay
• poor or misleading advice
• inappropriate staff behaviour
• the use of discretion

Detailed information about how the Adjudicator’s Office deals with complaints is contained in their leaflet AO1.