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Complain away!

26 September 2007 / Allison Plager
Issue: 4127 / Categories: Comment & Analysis , Admin
Another year, another Adjudicator's report. ALLISON PLAGER finds out what has been cause for complaint in 2006-07


  • Tax credits still provide reason for complaint.
  • The Adjudicator's recommendations must fall within the departments' complaint code of practice or guidance.
  • The public is mainly satisfied with the Adjudicator's findings
  • HMRC and the other agencies are receptive to the Adjudicator's recommendations.

Another large increase in tax credit complaints was a leading feature in the Adjudicator's Office Annual Report 2007. Dame Barbara Mills who has been Adjudicator for eight years said that tax credit complaints 'now form the bulk of our caseload' but added that HMRC seem to delivering 'significant improvements' with regard to the administration of tax credits and that 'it is fair to say that things are going in the right direction'.

There were fewer IT and processing errors and during 2006-07 56% of tax credit complaints were upheld compared to...

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