HMRC has more to learn about complaint handling

Adjudicator Helen Megarry says there are ‘signs of continued focus on improving complaint handling’ in HMRC and the Valuation Office Agency (VOA). However neither department yet fully understands the benefits and principles of good complaint handling and learning.

In the 2018 report from the Adjudicator’s Office Ms Megarry says: ‘Although there are business areas demonstrating consistent improvement and evidence of good practice more needs to be done to consolidate that across the board. Anyone accessing any part of the complaints process should be able to expect a similar level of service focused on putting things right when they have gone wrong. That is not currently always the case.’

She adds: ‘I continue to raise the importance of organisational culture in sustaining effective complaint handling and learning from customer feedback. We consistently see elements of HMRC’s culture impacting on their initial interaction with customers their complaint...