Handling Complaints (Introduction)

Complaints about tax credits can be made in a variety of ways such as by telephone, face to face, or in writing to different offices. These offices can include

• Contact Centres
   
• Enquiry Centres
   
• Department for Work and Pensions (DWP) / Department for Social Development (DSD) office in NI
   
• Tax Credit Office ( TCO)

To ensure a consistent approach, general advice about the informal complaints process is set out in this section of the manual. More specific tax credits complaints advice is set out in the Customer Service Manual at Chapter 7 and The Redress Handbook. It is standard HM Revenue & Customs (HMRC) practice to try and resolve the issue immediately at the first point of contact. These complaints are regarded as informal unless the first point of contact is the TCO Customer Support Unit (CSU).

An apology and confirmation of any error or misunderstanding must be given without attaching blame and that it has been or will be put right speedily and effectively.

• If the issue is not resolved at the first point of contact, and the claimant wants to take their complaint further, you must pass the complaint to CSU who will
   
• Acknowledge the complaint in writing

And

• Provide the name and contact details of the officer who will deal with the complaint

Guidance on complaints and compensation to claimants is provided through the leaflet C/FS ‘Complaints and putting things right’.

When a tax credit complaint is made to a DWP (DSD in NI) office, face to face or by telephone, an attempt must be made to satisfy the complainant with an explanation. A complaint made in writing will be referred to the TCO Customer Support Unit.