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Adjudicator’s Office annual report

26 September 2017 / Allison Plager
Issue: 4617 / Categories: Comment & Analysis

Lend me your ears


  • In 2016-17 the Adjudicator’s Office resolved 1 540 cases.
  • The number of complaints upheld about HMRC has fallen from 73% to 41%.
  • HMRC must develop its culture so that it listens better to complainants.
  • All the adjudicator’s recommendations were accepted.

The Adjudicator’s Office received 9 015 enquiries in 2016-17 and accepted 1 142 new complaints for investigations. According to the 2017 annual report during the year it resolved 1 540 cases and mediated 197. The number of cases on hand was 630 which compares well with the equivalent figure for the previous year - 1 028. Further only six cases are more than 12 months old.

The percentage of complaints against HMRC upheld by the adjudicator fell in 2016-17 to 41% compared with 73% in 2015-16 and 85% in...

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