Pre-Complaint Handling At Enquiry Centres (Info)

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When you receive face to face complaints from a claimant or their representative, you must try to provide a full explanation to resolve the complaint, without attaching blame, together with an apology.

If the complaint cannot be resolved, refer it to your line manager, who should take further action to resolve the complaint

If the claimant or their representative wants to take the complaint further either before or after the line manager has taken any action, you must

• Provide the claimant or their representative with leaflet C/FS ‘Complaints and putting things right’

And

•  Advise them they can either follow the guidance in the leaflet or have the Enquiry Centre staff pass the details of the complaint to the Tax Credit Office’s Customer Support Unit