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Happy customers?
Key points
- In 2021-22 the Adjudicator’s Office resolved 1 122 cases – 25% increase on the previous year.
- HMRC must be more customer focused rather than target driven in its complaint handling.
- The HMRC charter has the ‘potential to drive radical change within the department’.
- Many complaints continue to be escalated to the adjudicator prematurely.
The pandemic continues to have a ‘marked influence on our customers our lives and our work’ even though in some ways life has reverted to normal said Helen Megarry in the foreword to her annual report for 2021-22 (tinyurl.com/adjrep202122). However this has been ‘another successful year’ for the Adjudicator’s Office and the organisation has managed to maintain its performance service levels and commitment to learning from complaints.
In total for 2021-22 the Adjudicator’s Office took on 1 205 cases for investigation resolved 1 122 complaints and has...
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