Complaints Handling For Tax Credit Office Staff Except Customer Support Unit (Info)
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Complaints can be received
- By telephone
Or
- In writing by letter, fax or e-mail
Written Complaints
(This text has been withheld because of exemptions in the Freedom of Information Act 2000)
Telephone Complaints
When you receive a telephone call from a claimant, or a
claimant’s authorised representative, this is classed as an
informal
complaint. At this point you should attempt to resolve all the
issues to the claimant’s or their representative’s
satisfaction.
If you are unable to resolve the complaint and the claimant
wants to make a
formal complaint,
they have a choice of
- Writing to the Customer Support Unit (CSU) with details of their complaint
Or
- Of having a record of their telephone call passed to CSU for further action
You should not attempt to deal with an informal complaint from
- An office of a Member of Parliament (MP)
- A Member of a Local Assembly (MLA)
Or
- A Member of the European Parliament (MEP)
These are dealt with by a dedicated helpline for Constituency Queries and MPs already have the direct contact details
Written Complaints
All written complaints, whether received by e-mail, fax, letter
or a record of an unresolved informal telephone complaint, are
classed as a formal complaint and should be sent to the CSU to be
dealt with
Guidance on how CSU staff should categorise, register,
acknowledge and deal with a formal complaint is contained in the
following additional guidance, as appropriate
- Chapter 7 of the Customer Service Manual
- The Tax Credit Office’s local CSU Induction and Learning Pack
And
- The Redress Handbook
(This text has been withheld because of exemptions in the
Freedom of Information Act 2000)(This text has been withheld because of
exemptions in the Freedom of Information Act 2000)
(This text has been withheld because of exemptions in the Freedom of Information Act 2000)
