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Annual adjudication

05 October 2010 / Rachael Down
Issue: 4275 / Categories: Comment & Analysis , Admin
RACHAEL DOWN tackles the tax tantrums covered in the Adjudicator’s 2010 annual report


  • 1 837 complaints were resolved this year.
  • 67% involved tax credits.
  • Ended 2009/10 by clearing 7% more cases than last year.
  • The Adjudicator is no longer responsible for the investigation of Office of the Public Guardian complaints.
  • Improvements are continuing into 2010/11.

The 17th edition of the Adjudicator’s annual report was recently published for all to view. Not only is it the second report from Adjudicator Judy Clements OBE but it is also the second time its delayed release has occurred without fanfare.

Ms Clements boasts handling more than 16 000 enquiries and investigating and resolving more than 1 800 complaints (see Outcome of investigations). Within the report Ms Clements reveals her aim of restoring customer service performance reviewing outcomes as well as learning from mistakes.


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