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Focus on the customer
Key points
- In 2022-23 the Adjudicator’s Office resolved 957 cases.
- HMRC must be consistent in its approach to ‘prioritising the charter customer perspective and learning’.
- The new case handling analysis and reporting tool which the Adjudicator’s Office has developed ‘in partnership’ with HMRC is a big improvement on the previous very old previous system’.
- Complaints are presented to the adjudicator prematurely often when HMRC has failed to address the complaint fully.
- Both HMRC and Valuation Office Agency accepted all the adjudicator’s recommendations.
Looking at 2022-23 overall across all three organisations for which it deals with complaints the Adjudicator’s Office took on 1 085 cases for investigation resolved 957 complaints and has 369 on hand. It accepts complaints about HMRC the Valuation Office Agency and since December 2019 the Home Office Windrush compensation scheme although this aspect will not be covered in...
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