SVM103060 - Correspondence and Customer Service: Complaints received via elected representatives

Any such complaint should immediately be referred to the SAV Customer Service Manager.

Your business director, or someone with their delegated authority, should reply promptly and personally to an elected representative who writes on behalf of a constituent. If it is not possible to send a full response within 15 working days, the SAV Customer Service Manager will write to the elected representative explaining why and tell them when they will be able to respond in full.

For further detailed guidance see the Complaints Handling Guidance at CHG840, available on the HMRC internet site (This text has been withheld because of exemptions in the Freedom of Information Act 2000).