SCIG17140 - Quality commitments: Complaints: Complaints to the Director of SI

When a complaint is made to the SI Complaints Manager (this includes complaints to the Chairman of HMRC or any other Board member or the Director of SI) the Complaints Manager will ask the appropriate Operational Leader for a report on the case and a draft reply to the complainant.

The format of the report will depend on the circumstances of the case. In most instances it will include:

• background to the investigation, stating why the investigation was taken up and brief details of any avoidance scheme that may be involved
• a chronology of the investigation to date
• details of any disclosure and other irregularities discovered, if appropriate
• a note of all matters still outstanding
• a commentary on all issues referred to in the complaint.

The Complaints Manager will review the papers in conjunction with the report and provide an overview to the Director, together with a recommendation and suggested response to the complainant.