Chapter CHG505

Published date12 April 2016
Record NumberCHG505
CourtHM Revenue & Customs

All customers are entitled to make complaints, and they may be made by telephone, in person or in writing. Because of the inherent security risks involved with email communication (eg anyone can obtain an email address and claim to be someone else), HMRC’s general policy is that we do not normally communicate with customers about their affairs by email. Please refer to your own business area’s guidance on dealing with complaints, or any other correspondence, received via email.

We will also accept complaints made on behalf of our customers by a third party, although we must be careful to ensure that we follow the rules about confidentiality in such cases - see Information Disclosure Guidance (external users can find this guidance at http://www.hmrc.gov.uk/manuals/idgmanual/IDG30000.htm)

If someone expresses a wish to complain (but does not wish to do so there and then) or seems particularly upset by our actions, tell them where they can get...

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